Pubished in KMWorld August 5, 2024

By Sydney Blanchard

SupportLogic, a leader in Support Experience (SX) management and post-sales CX observability, is announcing its recent acquisition of xFind, the precision-guided RAG knowledge technology provider. Propelled by its mission to revolutionize customer support with advanced AI, SupportLogic’s acquisition of xFind emphasizes this goal, integrating xFind’s technology into the core SX management platform.

The SupportLogic SX platform extracts actionable insights from unstructured customer data, driving more engaged, profitable relationships in every support interaction. SupportLogic fundamentally transforms customer support, moving from traditional, reactive, ticket-based systems to a proactive, insight-driven operation, according to Karan Sood, Chief Product and Technology Officer at SupportLogic.

“At the heart of SupportLogic’s offerings is a unique AI-driven analytics engine, built on Large Language Models (LLMs), with deep domain expertise,” said Sood. “By leveraging AI, the company empowers businesses to deliver exceptional customer experiences, reduce operating costs, and maintain high service standards across all channels.”

Precision-Guided RAG: The End of AI Hallucination

SupportLogic’s acquisition of xFind reflects the company’s commitment toward accurate, reliable, and secure AI usage. xFind’s Precision-Guided Retrieval Augmented Generation (RAG) architecture helps drive accurate responses to complex, domain-specific queries without extensive deployment, training, or maintenance efforts.

Unlike generic chatbots, xFind’s technology is uniquely designed to mitigate hallucinations and poor answer accuracy. It leverages existing support conversations and internal documents to maintain information privacy and response efficacy. This precision-guided RAG technology will enable SupportLogic to solve customer issues with an instantaneous, accurate knowledge AI Co-pilot, providing agents with the right answers at the right time.

“One of the most exciting use cases for AI is to utilize knowledge garnered directly from support interactions to solve customer issues in real time and turn the support process into proactive knowledge creation,” said Sariel Moshe, co-founder and CPO of xFind. “Combining our powerful precision answer RAG engine with the advanced support experience management platform SupportLogic has built will power the future of support for our customers.”

Contextual Intelligence and Implicit Search

By harnessing the power of AI, this joint product propels support experiences into the future, offering streamlined implementation paired with deeply contextual information retrieval.

“This product’s implicit search technology understands the context of a support conversation and automatically composes relevant queries and provides precise answers without the agent having to ask explicit questions,” continued Sood. “This technology is built to handle complex support queries and messy data sources while returning concise, valuable answers. It can even assess disparate data sources and determine if no answer exists—preventing the loop of unhelpful information and further reducing response times.”

The integration of xFind marks a major milestone in SupportLogic’s evolution as a System of Intelligence, ensuring that support teams can deliver a higher quality of service and elevate the overall customer journey.

To learn more about SupportLogic’s xFind acquisition, please visit https://www.supportlogic.com/ or https://www.xfind.ai/.