Building GenAI apps for support excellence: How we use GenAI to reduce support case volume

Stop investing in point solutions that don't scale. Start laying the foundational infrastructure you need to easily configure new GenAI use cases.

At Elastic, we invested in building the Support Assistant — a GenAI solution built on our Search AI Platform — to deliver a self-service customer support experience and improve internal support workflows.

More than 6 months later, we saw a 6x increase in hard case deflections, a 9% reduction in case volume, and a 23% improvement in mean time to first response (MTFR).

Learn why a platform-centric approach has been integral to our success. Discover how we measure success using our internal Key Performance Indicators (KPIs).

What you'll learn

• The core capabilities your platform needs to enable you to develop a scalable, secure, and accurate GenAI solution
• Four ways we use Elastic's Support Assistant in our support workflows
• How we measure the success of those workflows with business impact, adoption, and performance KPIs

Additional resources

• 3 ways to maximize the ROI on your generative AI strategy [blog]
• 15 generative AI use cases for the enterprise [blog]
• 7 lessons IT leaders learn on their journey to AI adoption [blog]
• An executive's guide to operationalizing generative AI [ebook]