Summary:
Help & Support and the Digital Assistant is now available for all partners. The unified support experience brings knowledge resources, guided support, and the AI-powered chatbot assistance together in Xvantage.
Question: What are the types of support can the Xvantage platform offer its partners?
Answer:
Help & Support: Customers can search knowledge articles using natural language, receive guided answers, and submit support requests through a structured flow with suggested resolutions. The experience also provides full ticket visibility, including status tracking, escalation options, attachment uploads, and AI-driven routing for faster resolution, along with integrated Microsoft and AWS support request capabilities.
Digital Assistant: The conversational AI assistant enables 24/7 self-service support, including order tracking, access to returns and claims, instant answers with guided steps, and the ability to create and track support tickets directly within chat. It also supports live agent handoff (where available) and collects feedback to continuously improve responses.