CASE STUDY

Discover how TechnologyOne, Australia's largest enterprise SaaS company, revolutionized customer and agent experiences while elevating self-service experience.

The company observed a few challenges faced by the users: limited content findability and irrelevant results due to limited search intent processing.

In light of this, TechnologyOne decided to opt for SearchUnify, a unified cognitive platform, to overcome the challenges.

The impact was significant:

• Nearly 75% self-service resolution
• 25% growth in customer base
• Reduction in average handling time (AHT)
• Improvement in customer effort score (CES)
• Increase in customer satisfaction (CSAT) scores
• Improvement in agent onboarding and much more