Case Study: a fortune 1000 global cybersecurity company achieves 50% case deflection with iTalent Digital’s intelligent personalization and unified enterprise search

Intelligent personalization and unified enterprise search improves CX while saving millions

A Fortune 1000 global cybersecurity company faced rising support costs and siloed data spread across multiple platforms, impeding customer and employee access to information. The company partnered with technology vendor iTalent Digital, who utilized the Coveo platform, to address these challenges and improve customer support delivery.

iTalent Digital implemented an AI-powered unified search and intelligent personalization solution across the company's entire digital ecosystem. This integration delivered a 50% case deflection rate, saving $2.5 million, and achieved a 69% click-through rate on AI-driven content recommendations, dramatically improving self-service and operational efficiency.