Knowledge-First Support: How Celonis Built an AI-Ready Foundation for Self-Service at Scale

Celonis, a global leader in process intelligence, helps enterprises understand and optimize how their business processes actually run, delivering measurable value at scale.

As the company grew, its knowledge ecosystem expanded across multiple systems, including Salesforce, documentation portals, training platforms, and community forums. While content volume increased, discoverability did not. Users struggled to find the right answers, and support teams faced rising ticket volumes despite strong knowledge investments.

Celonis recognized that AI cannot scale on fragmented knowledge. The focus shifted to building a unified, high-quality knowledge layer that could power both self-service and future AI initiatives.

By deploying SearchUnify’s Cognitive Search and embedding it directly into the case creation experience, Celonis enabled customers and agents to find answers in the flow of interaction, often before a ticket was even created.

Outcomes delivered:

• +400% increase in knowledge discoverability, unlocking the full value of existing content
• 40% case deflection before ticket creation, reducing unnecessary support volume
• Stronger self-service adoption, driven by faster, more relevant answer discovery