Accela, a US-based government technology leader, struggled with fragmented content that hindered customer self-service. SearchUnify’s Enterprise Agentic Platform unified their content discovery, empowering users to find answers faster and support teams to identify content gaps.

This drove a 63% surge in self-service resolution and reduced support case volume, radically transforming their customer experience.

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“Federated search gave us the confidence to step on the gas with our knowledge base and online help center. With SearchUnify, we knew that our time spent in content creation wouldn’t be wasted because the content would be easy to find by our customers and all in one place. Because of this, we invested in content creation, growing our efforts by a massive 44%. As a result, we saw complaints about self-service and documentation drop by 24%!”

Garrick Greenhalgh - MSHR, CSPO
Garrick Greenhalgh - MSHR, CSPO
Director of Global TechnicalEducation and Community

Key Takeaways:

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63% improvement in self-service resolutions

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95.14% average monthly searches returning results

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3X increase in Customer Effort Score (CES)

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