Informatica's Unified AI-Powered Search Implementation

This case study details Informatica's implementation of a unified AI-powered search platform aimed at enhancing customer experience and reducing support costs. The document outlines the challenges faced by Informatica, including a high volume of support cases due to a significant content gap, where 20% of searches yielded no results. The company sought to streamline access to information across multiple content sources, which were previously siloed. The results of the implementation included a $3.5 million annual savings from case deflection and a reduction in the content gap from 18% to 2%. The case study also highlights the introduction of machine learning-powered features that promote self-service and improve agent assistance. Furthermore, it discusses the future direction of Informatica's platform, which includes expanding contextual in-product recommendations to enhance user experience and support product-led growth.