Case Study: Cornerstone OnDemand boosts self-service resolution with SearchUnify

Cornerstone boosts self-service resolution by 98% with SearchUnify

Cornerstone OnDemand, a leading provider of cloud-based talent management software, faced challenges in scaling its support operations due to siloed knowledge sources and a lack of unified search, which hindered content findability for both customers and agents. To address these issues, they partnered with vendor SearchUnify to implement an AI-powered support strategy using its Cognitive Search and Knowbler platforms.

SearchUnify's solution created a unified cognitive search experience and provided GenAI-fueled insights, leading to a 98% increase in self-service resolution rate and a 5% increase in CSAT. The implementation also enhanced agent efficiency, with agents using SearchUnify closing cases faster and achieving higher customer satisfaction scores than their peers.

Cornerstone