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ABBYY, a leading intelligent automation company, helps organizations transform their data and processes into intelligent, actionable outcomes, so they can make smart decisions faster and drive better results. Its intelligent automation solutions employ AI that is purpose-built for the enterprise—created with customers in mind, supporting over 200 languages in real-time.
The company has a Zendesk-powered community and agent console to ensure customers excellence by enabling customers and support representatives seek fast, relevant answers.
However, they were facing some critical challenges.
Relevant content resided in multiple repositories, often on a different URL from ABBYY’s self-service channel. Despite the intention of providing targeted and tailored information, this resulted in a fragmented experience - customers had to search twice, once on the community forum and again on a separate location for potentially relevant documentation. This led to longer wait times, repetitive inquiries, and an increase in the customer effort score.
On the employee side, support documentation was distributed across multiple information silos, which made finding relevant information difficult and impacted case resolution time. The team wanted to improve CX by gaining a better understanding of the content gaps.
ABBYY, was looking for an overarching solution that could improve the community’s self-service and customer support experience.
Enter SearchUnify!
SearchUnify’s unified cognitive platform combines core AI and its subsets such as Natural Language Processing (NLP) for query intent detection & entity extraction, Machine Learning (ML) for personalizing & improving relevance each time, Generative AI for contextual, intent-driven, and direct answers, and an insights engine for analyzing user behavior & making data-driven business decisions. It brings agents closer to first-call resolutions and fuels information discovery for customers in online communities and self-service channels.
Post-implementation, things started improving exponentially. The customers were able to reach relevant information faster. SearchUnify’s unified cognitive platform fetched information from across all the indexed content silos. It tapped into user history, browsing history, the preferred medium of communication, etc., to gain a 360-degree view of the customer's journey, thereby displaying highly relevant results. ABBYY’s team could fine-tune the results to ensure that the most relevant content is always displayed on top.
SearchUnify’s machine learning analyzed historical user data, then suggested highly relevant answers the moment ABBYY’s customer service representatives opened any new ticket.
And now that content findability had improved, the ABBYY team could also gain actionable insights into content performance using real-time search analytics.
But the strategy went beyond search. The platform conducted a deep dive into case deflection data, pinpointing areas where the knowledge base was lacking. With laser focus, team ABBYY created more targeted content to fill these gaps, empowering customers with the information they needed when they needed it.
The results have been impressive:
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Amplified Case Deflection: By harnessing SearchUnify’s intelligent search, ABBYY achieved an average of 58% case deflection on their community home page.
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Searches with Conversions: With SearchUnify, ABBYY was able to achieve an average of 40.67% search conversions, indicating that more and more customers were finding what they were looking for.
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Improved Customer Self-Service: Since customers could find answers faster and the wait times had reduced to a great extent, ABBYY unlocked the full potential of their self-service capabilities.
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Customer Service Representative Skill Development/Enhanced Expertise: Freed from repetitive inquiries, CSRs could focus on complex issues, maximizing their skills and reducing overall support costs.
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Elevated Customer Satisfaction: Easier access to information translated to a more positive customer experience, thus improving the CES - a key metric for the company.
The commitment to continuous improvement remains strong for both ABBYY and SearchUnify. Besides addressing the above challenges, ABBYY also wants to streamline CSR workflows for the long haul by accelerating its knowledge-centered service (KCS) initiative within the organization. This is where Knowbler by SearchUnify comes into the picture.
Knowbler is the world's first LLM-powered knowledge-centered customer service product that automates knowledge creation and maintenance, thus elevating the speed and quality of customer support.
Nomination Title: SearchUnify
