How CSOD Achieved a 98% Self‑Service Rate with SearchUnify

Self-service is emerging as a top priority for businesses looking to scale efficiently.

According to Gartner, by 2026, 85% of customer interactions will start with self-service.

Cornerstone OnDemand (CSOD), a global leader in talent management software, recognized the need to enhance their support strategy to meet growing demands. With over 7,000 organizations and 140 million users worldwide, Cornerstone OnDemand faced challenges such as siloed knowledge sources, limited analytics, and fragmented search experiences. These obstacles hindered their ability to provide efficient, proactive support.

Cornerstone OnDemand partnered with SearchUnify to deploy an AI-powered cognitive search and analytics solution, enabling unified knowledge access, deeper user insights, and a seamless search experience for customers and agents alike.

The partnership yielded remarkable results with Cognitive Technology:

• 98% – Self-service resolution rate
• 5% – Higher customer satisfaction
• 9% – Higher same-day case resolution

The success of Cornerstone OnDemand underscores the growing importance of AI-driven search and analytics in modern customer support. As businesses continue to expand their digital support ecosystems, leveraging cognitive search, intelligent automation, and predictive analytics will be crucial for maintaining a competitive edge.