Case Study: Cornerstone OnDemand achieves a 98% increase in self-service resolution and 5% higher CSAT with SearchUnify

How Cornerstone OnDemand Achieved a 98% Self-Service Resolution Rate with SearchUnify

Cornerstone OnDemand (Cornerstone), a leading cloud-based talent management software provider, faced scaling challenges as its customer base grew: siloed knowledge sources hurt content findability, limited analytics obscured knowledge gaps, and customers and agents had to search multiple platforms. To solve this, Cornerstone partnered with SearchUnify and adopted SearchUnify’s AI-driven offerings, including Cognitive Search, SearchUnifyGPT™ and Knowbler, to unify CX and EX.

SearchUnify implemented a centralized cognitive search, GenAI-fueled insights and AI-driven case management to surface answers faster, identify content gaps, and automate routing and workflows. The results were measurable: a 98% increase in self-service resolution rate, about a 5% lift in CSAT, SU-powered agents closed 9% more same-day cases and achieved higher CSAT and faster resolution times versus L1, and the self-solve rate climbed from roughly 38% to 75% within a year—demonstrating SearchUnify’s clear impact on Cornerstone’s support outcomes.

Cornerstone