Case Study: Major Manufacturer of Computer Network Equipment achieves 70% reduction in support engineers' search time with Cortical.io Support Intelligence

How a Fortune 100 Technology Manufacturer Reduced Support Engineers’ Search Efforts by 70%

Major Manufacturer of Computer Network Equipment faced slow, difficult support case resolution because customers and internal documentation used different terminology and prior search tools couldn’t reliably find similar past cases. To address this, they engaged Cortical.io and deployed Cortical.io Support Intelligence to improve search and case-matching for their support engineers.

Cortical.io trained the solution unsupervised on the company’s support cases, semantically indexing documents, removing irrelevant text, generating meaning-based “fingerprints,” and continuously learning from engineer feedback while integrating with existing support software. As a result, Cortical.io Support Intelligence cut the average search time for relevant solutions by 70%, boosted support engineer productivity, and reduced time-to-proficiency for new hires.