Case Study: Accela achieves 99.7% support cost savings with SearchUnify Virtual Assistant (SUVA)

Accela's Journey to Achieving 99% Support Cost Savings with SearchUnify Virtual Assistant

Accela, a provider of cloud-based solutions for government agencies, faced major issues with its conversational AI AVA — 49% of responses were inaccurate, the assistant struggled with secondary and tertiary queries, and support managers lacked actionable performance insights. To resolve this, Accela engaged SearchUnify and implemented the SearchUnify Virtual Assistant (SUVA).

SearchUnify deployed SUVA with federated content crawling (separate bots for internal and external sources), updated relevance controls and profanity layers, fine‑tuned prompting, and a built‑in analytics dashboard to track uptime, AHT, and interactions. As a result, SearchUnify delivered a 100% improvement in response speed and accuracy, an 89% increase in user satisfaction, a 6% improvement in case deflection, and 99.7% support cost savings—reducing cost per interaction from $350 to $0.10.

Accela

Garrick Greenhalgh

Director of Global Technical Education and Community