CUSTOMER SUPPORT & KNOWLEDGE BASE SEARCH
Outstanding support starts with getting answers for your customers
Help customers find information quickly and easily with modern, powerful search. Show customers that you speak their language with accurate and personalized question answering powered by generative AI. Resolve customer issues in record time, and see satisfaction skyrocket while support costs plummet.
Learn how to implement search for your knowledge base — from planning and implementation to testing and maintenance.
Read white paperLearn how to build AI conversational search for your customer support use case.
Read blogLearn about the Elastic Support team's transition to semantic search.
Check out blogINCREASED CSAT
The best service is self‑service
Keep customer frustration at bay by delivering intuitive search that serves up quick answers. Type-ahead suggestions, results management, and natural language processing (NLP) and generative AI-powered question answering can convert self-service to your knowledge base into your highest performing support channel. Analytics and powerful visualizations give your team insights to improve customer success rates and case deflection.
IMPLEMENTATION FLEXIBILITY
Upgrade search in a snap
Take advantage of flexible ingestion methods, including a web crawler, search APIs, and countless connectors. Use semantic search and NLP tools, powered by machine learning, to interpret customer queries and tailor search results.
INSTANT ROI
The key to a better knowledge base
Unified search and generative AI experiences that tap into your internal support resources improve agent productivity and customer interaction quality, keeping support costs low. Role-based access shows everyone on the team the most relevant info.
Generative AI
Next-gen support, today
Integrate Elastic with generative AI to create innovative self-service customer support and agent experiences. Use your proprietary customer data, knowledge base, and process documentation to provide precise question answering and recommendations, while maintaining document-level security and keeping costs low.
Elasticsearch — the most widely deployed vector database
OMNICHANNEL BY DESIGN
Customer support search your way
Elastic has a search solution for every channel your team uses to support customers, so you deliver relevant answers wherever questions pop up.
Capabilities
Power customer success with search
Build self-service support that brings customer and search data together on one platform to deflect cases, resolve support queries faster, and recommend relevant content tailored to customer needs.
TOTAL ECONOMIC IMPACT™
Proven results…
Forrester Consulting's commissioned study of Elasticsearch concluded that customers reduce their costs by 25% and save 24 hours per year per employee. Learn how your organization can decrease its costs and improve employee productivity with Elastic.
INDUSTRY CREDIBILITY
Used by leaders in customer support
Brands that make customer service a differentiator use Elastic because it gets customers the most relevant answers every time. Elastic’s reliability, performance, and flexible deployment turn your search investment into savings.
Customer spotlight
Cisco transformed its support experience and helped its support team resolve issues quickly using AI and Elastic to organize and search over millions of pieces of content.
Customer spotlight
To meet customer needs for scale, speed, and precision, learn how IBM partners with Elasticsearch to deliver Conversational Search with watsonx Assistant.
VERSATILE? VERY.
Limitless search use cases on a single platform
With Elastic, you get a slew of tools that help you build any search solution you can think of. Whether it’s website search, customer support, or a unique use case with highly custom specifications, Elastic has the tools to help you create it.
