APTService Experience Intelligence Report

Product View

Service Experience Intelligence · 2026-YTD

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Product opportunity backlog

Five evidence-backed priorities
1
FindingProductHigh

Authentication creates repeat effort

Identity and password flows appear in unresolved interactions.

82 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-JAN-001ENTITY-00012026-01-03ticketRecovery required repeated verification
SE-JAN-001-M006ENTITY-00012026-01-06ticketRecovery required repeated verification
SE-JAN-001-M011ENTITY-00012026-01-11ticketRecovery required repeated verification
2
OpportunityProductHigh

Simplify authentication recovery

Reduce recovery steps and add contextual guidance.

82 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-JAN-001ENTITY-00012026-01-03ticketRecovery required repeated verification
SE-JAN-001-M006ENTITY-00012026-01-06ticketRecovery required repeated verification
SE-JAN-001-M011ENTITY-00012026-01-11ticketRecovery required repeated verification
3
OpportunityProductMedium

Improve portal guidance

Add contextual navigation and visible completion states.

63 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-JAN-004ENTITY-00042026-01-19portalUpload confirmation was difficult to find
SE-JAN-004-M009ENTITY-00042026-01-09portalUpload confirmation was difficult to find
SE-JAN-004-M014ENTITY-00042026-01-14portalUpload confirmation was difficult to find
4
FindingProductMedium

Portal guidance can deflect contacts

Navigation and self-service guidance are recurring needs.

63 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-JAN-004ENTITY-00042026-01-19portalUpload confirmation was difficult to find
SE-JAN-004-M009ENTITY-00042026-01-09portalUpload confirmation was difficult to find
SE-JAN-004-M014ENTITY-00042026-01-14portalUpload confirmation was difficult to find
5
FindingOperationsHigh

Peak chat waits reduce experience

Queue delay is visible in chat evidence.

65 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-JAN-002ENTITY-00022026-01-08chatQueue delay before account guidance
SE-JAN-002-M007ENTITY-00022026-01-07chatQueue delay before account guidance
SE-JAN-002-M012ENTITY-00022026-01-12chatQueue delay before account guidance