ABBYY's Journey to Enhanced Customer Support & Self-Service with SearchUnify

Discover how ABBYY, a leader in intelligent automation, accelerated customer support outcomes with the power of SearchUnify’s AI-driven cognitive search.

Highlights from ABBYY's Transformation:

• Unified Search Across Knowledge Silos: With content scattered across multiple platforms, ABBYY used SearchUnify’s cognitive platform to unify their information, making critical support content easily accessible for customers and support agents alike.
• AI-Powered, Contextual Search: Leveraging GenAI, NLP, and machine learning, ABBYY enabled users to find precise answers, tailored to their needs.
• Powerful Insights for Better Content Strategy: Real-time analytics and insights from SearchUnify helped ABBYY identify content gaps and refine their self-help resources for better user experiences.

Key Results:

• 58% Average Self-Service Success: More customers were empowered to resolve issues independently.
• 40.67% Conversion Rate: Users found relevant information, increasing engagement with support content.
• Higher Case Deflection Rates: ABBYY’s team saw a measurable reduction in support cases, leading to enhanced Customer Satisfaction (CSAT).

In ABBYY’s Words:
"SearchUnify unified our information, boosted case deflection, and increased CSAT—empowering our global support team." — Hopeful Owitti, VP of Customer Care, ABBYY

Read the full case study to explore how ABBYY’s support strategy transformed with cognitive search, driving exceptional customer experiences.