Newsroom

The awards celebrate organizations, teams, and individuals who have made exceptional strides in transforming customer support with tangible business outcomes, while elevating customer and employee experiences.

Integration of voice data expands visibility into support operations, giving businesses a more complete perspective of customer sentiment and experience.

SupportLogic’s Expand module brings real-time account health visibility to account management teams, helping them identify upsell and cross-sell opportunities, monitor customer satisfaction, and act on early warning signs that may signal potential issues or churn risks.

According to OpenView Venture Partner’s 2023 State of Usage-Based Pricing Report, 61% of providers were actively making the shift last year. UBP offers appealing flexibility and exact billing for customers, charging them only for what they use. This billing transparency is a major draw for consumers and companies alike.

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 SX management platform.

Customer service experience startup SupportLogic today closed the acquisition of RAG framework vendor xFind to add deeper search and generative AI features to its platform.

Large Language Models (LLMs) are shaking up how we handle data and knowledge, especially in the realm of customer support. According to a TSIA survey, 64% of support services organizations are gearing up to experiment with GenAI tech for faster root cause analysis in the next six months. But there’s a hitch: today’s LLMs often miss the mark when it comes to domain-specific knowledge for complex technical support and are prone to hallucinations—producing inaccurate or irrelevant information.

Precision-guided RAG technology serves as a unified knowledge copilot, delivering instant, accurate technical answers to improve customer experience and operational efficiency.

The race to adopt AI in customer service is on – A recent survey found that 56% of businesses are pursuing AI to improve and perfect business ops and 63% of retail organizations are already leveraging AI for customer service. It’s clear we’re past thinking of AI as a futuristic tool in the consumer world. However, many companies are finding that simply deploying AI isn't providing the return they initially expected.