Case Study: Accela Achieves 92% Faster First Response with SearchUnify Agent Helper

Accela cuts first response time by 92% with SearchUnify

Accela, a leading provider of cloud-based civic solutions, faced challenges with increasing support case volumes and agent burnout. To address this, they partnered with vendor SearchUnify and implemented its AI-powered support tool, SearchUnify Agent Helper.

By deploying SearchUnify Agent Helper, Accela unified case context and automated response creation. The solution delivered significant results, including a 92.7% decrease in first response time, a 77.5% increase in total closed case volume, and a 16% boost in agent productivity, transforming their support efficiency.

Accela