SupportLogic has announced the acquisition of xFind, a RAG knowledge technology company to deliver more precise and quicker responses to end-customers. This integration is set to reduce response times, expedite troubleshooting and issue diagnosis, increase case deflection to self-service channels, and improve resolution accuracy.
"SupportLogic's mission is to improve the support experience for both support agents and customers. xFind precision-guided RAG architecture offers a compelling solution for delivering fast, accurate answers for technical searches, while enhancing collective knowledge. I'm proud to welcome xFind to the SupportLogic family," said Karan Sood, CPO, SupportLogic.
Retrieval Augmented Generation (RAG) presents a promising solution by enabling AI systems to leverage an organization's proprietary information in conjunction with publicly available data through an LLM. Yet, the typical RAG architecture faces significant challenges such as poor answer accuracy, lack of a training feedback loop, lengthy training times for complex models, and high maintenance costs requiring skilled data scientists.
xFind addresses these issues with its precision-guided RAG architecture, providing accurate answers to complex, domain-specific queries. In benchmark tests against OpenAI's artificial data amplifier (ADA) model, xFind delivered 44% fewer incorrect answers and 15% more correct answers in technical, domain-specific applications like customer support.
Simplifying deployment
SupportLogic's integration of xFind enables customers to pose simple queries to any organizational data source, including CRM systems and knowledge bases, and receive concise, accurate answers in real-time. xFind’s technology requires minimal effort to deploy and maintain, being production-ready within hours.
xFind can be integrated with SupportLogic and embedded within popular support ticketing systems such as Salesforce and Zendesk.
"We are very excited to be joining SupportLogic,. We are in the early stages of AI market adoption for companies with complex support to improve service quality and efficiency, and the market opportunity is massive. 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, xFind.
To improve customer support, SupportLogic has also acquired Emtropy Labs, a technology provider that helps automate quality assurance (QA) for business support centers.
