How It Works
1
Users describe the issue in their own words or select from guided, clickable options
2
AI analyzes symptoms and asks clarifying questions
3
The system identifies the most likely causes and solutions
4
Provides step-by-step resolution guidance with visual aids, diagrams, PDFs, and other helpful materials
When issues occur, speed matters. The Troubleshooting Guide supports service teams with intelligent diagnostics and guided resolution flows to reduce downtime, resolve problems faster, and keep operations running.
Central Knowledge Hub
Faster issue resolution
24/7 availability
Escalation when needed
Reduced support costs
Consistent quality
Continuous improvement from data
All your company and product knowledge in one place. The platform is continuously refined by service reps and product managers to deliver smarter, more accurate guidance.
Add Troubleshooting to Your Solution
TroubleshootingFAQs
What is a Troubleshooting Guide?
The excentos Troubleshooting Guide is an AI-powered problem-solving platform that quickly analyzes customer issues and suggests solutions. With a centralized knowledge base, 24/7 availability, and automatic expert escalation, it delivers consistent support quality at reduced costs.
How does AI-powered problem solving work?
The AI analyzes customer descriptions using NLP, automatically categorizes issues by severity, matches them against similar resolved cases, and suggests the most relevant solution steps. When uncertain, it automatically escalates to subject matter experts.
What does the central knowledge base include?
The knowledge base combines FAQs, product documentation, resolved customer issues with solution steps, internal guidelines and best practices, plus videos, screenshots, and step-by-step guides. It is continuously expanded through new cases and feedback.
Is the Troubleshooting Guide available 24/7?
Yes, the excentos Troubleshooting Guide is available around the clock. Customers receive immediate automated solution suggestions. For more complex issues requiring expert intervention, automatic routing to available support teams is provided.
How quickly are problems typically resolved?
Simple questions are answered in under 30 seconds via AI suggestion. Complex problems with expert intervention typically take under 5 minutes. Overall: +52% first-contact resolution and −30% shorter case handling times compared to traditional support.
Can the knowledge base be fed from multiple sources?
Yes, the Troubleshooting Guide integrates existing knowledge bases, product documentation from PIM and ERP, ticketing system histories, FAQ collections, and training materials. Synchronization runs automatically with continuous updates.
How is support quality kept consistent?
Through standardized solution steps, AI trained on proven solutions, automatic quality checks, customer satisfaction feedback for continuous improvement, and a complete audit trail of all problems and resolutions.
