Customer support is another domain ripe for disruption with Workflow Data Fabrics. Support workflows typically span CRMs, ticketing platforms, communication tools, knowledge bases, and sometimes back-end engineering systems. The challenge? These systems often don’t talk to each other, leaving support agents manually piecing together information.
With a Workflow Data Fabric, all these elements are connected through a unified, intelligent framework. When a customer submits a ticket, the fabric instantly gathers context, purchase history, prior tickets, relevant product documentation...and presents it to the agent. Generative AI can suggest responses or resolutions, and if the issue requires escalation, it can automatically create a ticket for engineering with all relevant logs and customer data included.
Agents spend less time switching systems and more time resolving issues. Customers get faster, more consistent support. And the organization benefits from improved customer satisfaction (CSAT), faster first response times, and fewer handoffs.
More advanced implementations include AI agents that can autonomously handle simple queries via chat, email, or voice. This further frees up human agents for complex or sensitive issues. When support becomes intelligent and contextual, it stops being a cost center and starts driving loyalty.
That’s the Workflow Data Fabric advantage: better support, by design.
