Case Study: ABBYY achieves 58% average self-service success with SearchUnify

How ABBYY Accelerates Customer Support & Self-Service Experiences with SearchUnify

ABBYY, a provider of intelligent document processing and process intelligence, faced limited content findability, shallow insight into content performance, and dispersed case-resolving documentation that hurt self-service and case resolution. To address these challenges, ABBYY partnered with SearchUnify and deployed SearchUnify’s Unified Cognitive Platform (including Cognitive Search/AI-powered search for community and agents) to unify knowledge across silos and improve search relevancy.

SearchUnify integrated ABBYY’s support knowledge archives, delivered contextual, personalized search powered by GenAI/NLP/ML, and provided rich search insights to identify content gaps. As a result, ABBYY saw a 42.03% average month-on-month clicks-to-searches rate, a 40.67% average search conversion rate, only 5.98% searches with no results, and roughly 58% average Stage 1 case deflection on the community home page—demonstrating measurable improvements in self-service and support efficiency with SearchUnify.

ABBYY

Hopeful Owitti Vice

President of Customer Care