Recognized for Elevating Customer Support and Self-Service with AI-Powered Cognitive Search
Mountain View, CA | August 13, 2024 – ABBYY, a leading AI company for intelligent automation, and SearchUnify, a unified cognitive platform for enterprise search and next-generation support solutions, today announced that they were awarded a Gold Stevie® Award in the ‘Best Technical Support Solution’ category in the 21st Annual International Business Awards®.
The International Business Awards are the world’s premier business awards program. All individuals and organizations worldwide – public and private, for-profit and non-profit, large and small – are eligible to submit nominations. The 2024 IBAs received entries from organizations in 62 nations and territories.
Winners will be celebrated during a gala banquet at the InterContinental Hotel in Istanbul, Türkiye on Friday, 11 October.
ABBYY and SearchUnify earned the award for their collaborative work in elevating ABBYY’s customer experience. To improve customer support and self-service experience, ABBYY partnered with SearchUnify to implement a unified cognitive search platform to streamline information silos and improve content deliverability. This platform seamlessly integrated with ABBYY’s Zendesk-powered community and agent console, offering AI-powered relevance for search results and actionable insights into content performance.
The results were significant, including a 58% average case deflection rate on the ABBYY Support homepage, a 40.67% increase in search conversions, and demonstrably improved customer satisfaction through faster self-service resolution.
“Winning this Stevie® Award alongside SearchUnify is a true testament to our successful partnership in leveraging AI to empower our customers and reflects our mission to provide purpose-built AI to solve real business challenges,” said Patrick Jean, CPTO of ABBYY. “SearchUnify’s intelligent search has been instrumental in unifying our support content, providing relevant answers to our customers faster, and allowing our support agents to focus on more complex issues.”
“We are incredibly proud to partner with ABBYY and honored to receive this prestigious award,” said Vishal Sharma, CTO at SearchUnify. “This recognition underscores our shared commitment to delivering exceptional customer experiences through AI-powered innovation. ABBYY’s success is a true reflection of the transformative power of unified cognitive search.”
Stevie Award winners were determined by the average scores of more than 300 executives worldwide who participated in the judging process in June and July.
“We’ve long considered The International Business Awards to be the ‘Olympics for the workplace,’ and this year’s competition is the best-ever proof of that,” said Stevie Awards president Maggie Miller. “The winners have demonstrated that their organizations have set and achieved lofty goals. We congratulate them on their recognized achievements, and look forward to celebrating them on stage in Istanbul on 11 October.”
Details about The International Business Awards and the lists of Stevie Award winners are available at www.StevieAwards.com/IBA.
About ABBYY
ABBYY puts your information to work with purpose-built AI. We combine innovation and experience to transform data from business-critical documents into intelligent actionable outcomes in over 200 languages in real time. We are trusted by more than 10,000 companies globally, including many of the Fortune 500, to drive significant impact where it matters most: accelerate the customer experience, operational excellence, and competitive advantage. ABBYY is a global company with headquarters in Milpitas, CA and offices in 13 countries, and is the Official Intelligent Automation Partner of Arsenal Women Football Club. For more information, visit www.abbyy.com/company and follow us on LinkedIn, Twitter, Facebook, and Instagram.
About SearchUnify
SearchUnify is a unified cognitive platform, by Grazitti Interactive, and is built on a machine learning and insights engine. The platform boasts a suite of AI-powered products, including Cognitive Search, SUVA (the World’s First Federated, Information Retrieval Augmented Chatbot for Fine-tuned, Contextual, and Intent-driven Conversational Experiences at Scale), Agent Helper, Knowbler (the World’s First Knowledge-centered Customer Service Software), Escalation Predictor, SearchUnifyGPT™ (Industry-first Federated, Generative AI Application for Enterprise Support), and Community Helper. Leading enterprises globally rely on SearchUnify for revolutionizing information discovery and elevating support outcomes.
About the Stevie Awards
Stevie Awards are conferred in nine programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Women in Business, the Stevie Awards for Great Employers, the Stevie Awards for Sales & Customer Service, and the Stevie Awards for Technology Excellence. Stevie Awards competitions receive more than 12,000 nominations each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at www.StevieAwards.com.
