ABBYY, a global leader in intelligent automation solutions, faced challenges in optimizing self-service outcomes and ensuring quick, relevant access to support knowledge for both customers and agents.
With scattered knowledge repositories, limited insights into content performance, and difficulties in accessing case-resolving information, ABBYY sought a solution that could enhance content discoverability, improve search relevance, and boost case deflection.
This case study explores how SearchUnify empowered ABBYY to:
Read on to discover how ABBYY leveraged SearchUnify to revolutionize its support ecosystem and achieve measurable business impact.
To effectively scale our global support team and operations, it became increasingly important to focus on having best-in-class self service experience for our customers. SearchUnify helped us unify information from across multiple enterprise data repositories and offered a federated search experience for our customers and employees. Leveraging SearchUnify’s AI capabilities, we achieved an additional benefit of measurable case deflection enabling our support teams to increase overall CSAT.
President of Customer Care,
Abbyy
