Case Study: Leading SaaS Company achieves 45% support cost reduction in 3 months with SearchUnify’s LLM-powered Generative Question Answering

Enhancing Content Findability and Agent Productivity with SearchUnify’s LLM-fueled Generative Question Answering

Leading SaaS Company, a U.S.-based provider of cloud work-management solutions, struggled with poor content findability in its customer community and agent console: fragmented articles, lack of personalization, low case deflection (under 2%), and long agent search times that drove up support effort. To address this, the company engaged SearchUnify and deployed its LLM-powered Generative Question Answering capability across the community and agent interfaces.

SearchUnify mapped generative Q&A to specific articles, fine-tuned sentence transformers, trained LLMs on a SQuAD-like dataset, and personalized search results by user profile and purchase history. As a result, support costs fell ~45% (from over $560,000 to $310,000) within three months, customer effort score rose from 62% to 84%, time to resolution dropped 31%, self-service climbed from 78% to 89%, and over 60% of users resolved queries via community search (plus an additional 8% via the case-creation page).