In today’s digital-first world, customers expect instant and accurate answers to their questions. For ABBYY, a leading intelligent automation company, meeting these expectations meant streamlining their customer support and self-service experience. This meant addressing challenges with fragmented information silos and limited content findability. To overcome these obstacles and empower their customers, ABBYY partnered with SearchUnify, a unified cognitive platform for enterprise search and next-generation support solutions.
The Challenge: Fragmented Information and Support Silos
Like many organizations, ABBYY faced growing pains as their knowledge base expanded across multiple platforms. Customers were bound to search in multiple locations: their community forum, product documentation, and knowledge base. This fragmented experience led to longer wait times, repetitive inquiries, increased customer effort, and ultimately, a diminished customer experience.
Internally, ABBYY’s support agents struggled with similar challenges. Support documentation was scattered across multiple information silos making it difficult and time-consuming to find the right information. This impacted case resolution time and reduced overall efficiency.
The Solution: Unified Cognitive Search with SearchUnify
ABBYY selected SearchUnify to implement a comprehensive cognitive search solution that addressed these challenges head-on. Here’s how SearchUnify transformed ABBYY’s support experience:
- Unified Search Experience: SearchUnify broke down content silos by indexing information from across ABBYY’s digital ecosystem, including their Zendesk-powered community and agent console. This provided both customers and support agents with a single source of truth.
- AI-Powered Relevance: SearchUnify leverages natural language processing (NLP) and machine learning (ML) to understand user intent and deliver highly relevant search results. The platform considers user profiles, search history, and other contextual factors for personalized results.
- Real-Time Search Insights: SearchUnify provided ABBYY with in-depth analytics into search behavior and content gaps. This data-driven approach allowed ABBYY to refine its content strategy and address knowledge gaps.
The Results: A 58% Average Case Deflection Rate
The impact of SearchUnify on ABBYY’s support and self-service experience was significant:
- Increased Case Deflection: ABBYY achieved a remarkable 58% average case deflection rate on its community homepage. By empowering customers to find answers independently, ABBYY reduced pressure on its support team.
- Higher Search Conversions: SearchUnify led to a 40.67% increase in search conversions, demonstrating that customers were finding the information they needed quickly and easily.
- Improved Customer Satisfaction: By making information easily accessible, ABBYY saw a dramatic improvement in customer satisfaction. Reduced effort and faster resolution times translated into happier customers.
In Anzhelika Fedko’s, Head of Customer Support, APAC, words:
“Prior to SearchUnify, we were unable to count how good we were at case deflection… Case deflection is hence the first thing SearchUnify helped us with. The second key benefit of SearchUnify was enabling a smooth self-service experience for our customers.”
The Future: A Continuous Commitment to Improvement
ABBYY is committed to continuously improving its customer support. They plan to leverage SearchUnify’s Knowbler, an LLM-powered KCS (Knowledge-Centered Service) product, to automate knowledge creation and maintenance, further enhancing the speed and quality of their support.
The Takeaway: AI-Powered Search as a Strategic Advantage
ABBYY’s success underscores the transformative power of AI-powered search for modern support organizations. By unifying content, improving findability, and harnessing the power of AI, organizations can achieve significant cost savings, improve customer satisfaction, and gain a strategic advantage.
