Elastic Wins 2025 Best Use of AI for Assisted Support Award
Elastic has been awarded the 2025 Best Use of AI for Assisted Support by SupportLogic in the Support Experience AI Awards. This recognition highlights Elastic's innovation in embedding artificial intelligence into customer and agent workflows, specifically through its Elasticsearch Platform. The company developed a generative AI tool called Support Assistant, which enables customers to access self-service answers and assists support engineers via an AI-first interface known as Engineer View. Since its launch, the initiative has driven a 49% growth in digital support usage and achieved a sixfold increase in case deflection, where users find solutions without creating tickets. Additionally, the AI knowledge drafter feature has led to a 130% increase in knowledge article creation, while mean time to first response improved by 23%. Judith Platz, Chief Customer Officer at SupportLogic, praised Elastic for transforming assisted support into a strategic advantage. The award underscores Elastic's commitment to leveraging AI to reduce cognitive fatigue for support teams and enhance overall customer experience. Future plans include expanding AI capabilities with intelligent routing and proactive insights, further integrating GenAI across various business lines to maintain competitive efficiency and service quality.
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Elastic Wins 2025 Best Use of AI for Assisted Support Award
Elastic has been awarded the 2025 Best Use of AI for Assisted Support by SupportLogic in the Support Experience AI Awards. This recognition highlights Elastic's innovation in embedding artificial intelligence into customer and agent workflows, specifically through its Elasticsearch Platform. The company developed a generative AI tool called Support Assistant, which enables customers to access self-service answers and assists support engineers via an AI-first interface known as Engineer View. Since its launch, the initiative has driven a 49% growth in digital support usage and achieved a sixfold increase in case deflection, where users find solutions without creating tickets. Additionally, the AI knowledge drafter feature has led to a 130% increase in knowledge article creation, while mean time to first response improved by 23%. Judith Platz, Chief Customer Officer at SupportLogic, praised Elastic for transforming assisted support into a strategic advantage. The award underscores Elastic's commitment to leveraging AI to reduce cognitive fatigue for support teams and enhance overall customer experience. Future plans include expanding AI capabilities with intelligent routing and proactive insights, further integrating GenAI across various business lines to maintain competitive efficiency and service quality.
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