Accela, a leading provider of cloud-based civic solutions, faced increasing support case volumes and agent burnout. By deploying SearchUnify Agent Helper, the team unified case context, automated response creation, and gained real-time insights into customer sentiment, and achieved faster resolutions and empowered support workforce.

Outcomes delivered:

  • 77.5% Increase in Total Closed Case Volume
  • 92.7% Decrease in First Response Time
  • 16% Increase in Agent Productivity

Customer Speak

“Agent Helper has been a game changer for our team. It drastically reduced response times and improved CSAT by providing agents with instant access to case timelines and insights. Even non-support teams benefit from the clear case summaries and actionable next steps, enabling seamless follow-ups and collaboration.”

Garrick Greenhalgh
Garrick Greenhalgh
Director of Global Technical
Education and Community,
Accela

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