Case Studies
Informatica Partners with SupportLogic to Accelerate AI with Business Impact
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Why AI Fails with Support Data — The Real Blockers
SupportLogic Cognitive AI Cloud accelerates AI value realization by normalizing all your data across CRMs, extracting the signals, and storing them back into Snowflake AI Data Cloud.
Technical blocker — fragmented, siloed data
Most enterprises run 3–7 support tools. Data locked in Salesforce, Zendesk, ServiceNow, and Jira means AI models train on incomplete pictures, producing low-confidence outputs that agents don’t trust.
Security blocker — live data in shared AI infrastructure
Sending real-time ticket data to a shared LLM endpoint violates data residency policies for regulated industries. Enterprise buyers need single-tenant, private cloud inference — not multi-tenant SaaS.
Operational blocker — API and pipeline complexityAPI responses
Building and maintaining custom ETL pipelines, schema normalization, and differential sync between CRM and helpdesk systems is a 6–18 month engineering project most support teams can’t staff.
Data quality blocker — unstructured text, not structured records
Support interactions are messy — case comments, call transcripts, chat logs. Generic AI models aren’t trained on the nuance of B2B support language, leading to poor signal extraction and noisy outputs.
Recognize any of these?
See how SupportLogic resolves each blocker in a 20-min walkthrough.
How Cognitive AI Cloud Integrates Customer Support Data
SupportLogic extracts siloed data from enterprise systems and normalizes the schema into a universal data format that leverages differential sync and zero copy. A powerful data transformation layer allows for data manipulation without needing to modify the source data.
How it works
How Cognitive AI Cloud Solves Customer Support Data Integration
A purpose-built data layer that connects your helpdesk and CRM systems, normalizes your support data in real time, and powers AI agents with 40+ live signals — all within your private cloud.
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Pre-built helpdesk/CRM connectors
Native connectors to Salesforce Service Cloud, Zendesk, ServiceNow, Jira Service Management, and more. No custom ETL engineering or API wiring required — connect and go live within 45 days.
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Universal schema normalization
Data from disparate systems is stitched together using common relationship identifiers. A powerful transformation layer lets you manipulate and enrich data without touching your source systems.
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Real-time data syncing
Differential sync ensures AI agents always operate on the latest case state — not a batch export from last night. Changes propagate continuously so signals stay accurate and actionable.
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Zero-copy, single-tenant architecture
Your source data is never replicated to shared infrastructure. Models are run in a dedicated Virtual Private Cloud to meet the data privacy and security requirements of regulated enterprise environments.
SupportLogic Integrates With Your Current Tools
Ready to connect your support data to AI that actually works?
SupportLogic Cognitive AI Cloud connects to your existing helpdesk and CRM in weeks, not months — with enterprise-grade security and real-time signal extraction built in from day one.
Data Management and Security
SupportLogic is ISO 27001 and SOC II Type 2 certified as well as GDPR/HIPAA compliant.
Overview
From end to end, our software is designed to keep your data secure and maintain our track record of ZERO breaches or loss of data. Your data passes through three secure elements: a lightweight data connector, a database platform, and a web portal. All three elements are hosted in an isolated virtual private cloud.
All data collection occurs over SSL using REST APIs. The data connector connects to your ticketing system using the authentication token that you provide us.
No credentials are ever shared – you maintain complete control over what and how much data is collected. Access is maintained in your own VPC instance using self-service OAuth.
Security Protocols
OAuth/
TLS 1.2+
SHA-256/RSA Encryption
Virtual Private Cloud
FIPS 104-2 Compliance
2-Factor Authentication
Access via Bastion Host
Frequently Asked Questions
What’s included in the SupportLogic Cognitive AI Cloud?
SupportLogic Cognitive AI Cloud includes:
- VPC dedicated to your data sources, hosted and managed by SupportLogic
- Data extraction engine that can connect to multiple SORs
- Signal extraction engine that extracts 40+ signals
- Orchestration engine for defining rubrics and creating alerts
- Enterprise AI Agents
- SupportLogic Data Cloud for BI access to data insights
How does it work?
SupportLogic is a layer of intelligence that sits on top of your customer data sources. We use natural language processing to extract sentiment signals from both your customers and your team and use those signals to predict which situations to focus on first. These signals are also tagged in the customer interactions for data analysis of trends and patterns. Your case history is also used to train the predictive machine learning models for accuracy customized to your environment.
Do I need my own instance of Snowflake AI Data Cloud?
You can use your own instance of Snowflake or we can provide one during onboarding.
How long does customer support data integration take?
Most enterprise customers complete core implementation and begin seeing AI insights within 45 days. Cognitive AI Cloud adds additional data source connections with a straightforward setup process after initial onboarding.
What is the implementation cost?
Implementation is a flat fee. Contact us for a price estimate.
What is your pricing model?
SupportLogic employs a usage-based pricing model. We charge an implementation fee for each module and then the actions you take in the system incur charges based on usage and value. This ensures you only pay for the parts of the platform that you use.
Contact us for a full estimate of annual pricing based on your initial case volume and selected use-cases.
How does SupportLogic integrate with existing helpdesk and CRM systems?
SupportLogic connects via pre-built native connectors to platforms including Salesforce Service Cloud, Zendesk, ServiceNow, and Jira. The integration uses differential sync — only changes since the last sync are transmitted — so your AI agents always operate on current data without full data dumps or batch jobs.
Is support data safe when using AI?
Yes. SupportLogic runs your AI models inside a dedicated single-tenant Virtual Private Cloud. Your data is never sent to shared LLM infrastructure. SupportLogic is SOC II Type 2 certified, ISO 27001 certified, and compliant with GDPR and HIPAA. Zero-copy architecture means raw source data is never replicated out of your environment.
Does real-time data syncing require changes to our existing systems?
No. SupportLogic’s connectors work with your existing system configurations. There’s no need to modify your CRM or helpdesk setup. The data transformation layer normalizes and stitches data on the SupportLogic side using common identifiers, with no changes required to your source systems.
Can SupportLogic connect to multiple CRM instances simultaneously?
Yes. Cognitive AI Cloud supports connections to multiple CRM and helpdesk instances in parallel, consolidating insights from across your global support operation into a single view — without requiring additional CRM licenses.
What AI models are used, and are they trained on our data?
SupportLogic employs an ensemble of AI technologies including domain-specific NLP, precision RAG, gradient-boosted decision trees, and generative AI. Critically, models are fine-tuned on your case history within your private VPC — not on shared data — improving accuracy for your specific support environment and language.
AI Models Trained on Your Data
Your data stays in a single-tenant virtual private cloud, where LLMs and small, domain-specific language models (SLMs) are trained to pick up the nuances of your case history.
Connect the Entire Business to Customer Insights
Connect any number of CRM instances and data sources and see insights in a single place. From there, you can share product feedback, feature requests, and sentiment trends with your product, sales, and success teams in a single click, and without needing additional CRM licenses.
