SupportLogic acquires xFind, merging precision-guided RAG with customer support
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.
SupportLogic’s SX platform extracts actionable insights from unstructured customer data, driving more engaged, profitable relationships in every support interaction. SupportLogic fundamentally transforms customer support, moving from traditional, reactive, ticket-based systems to a proactive, insight-driven operation, according to Karan Sood, chief product and technology officer at SupportLogic.
“At the heart of SupportLogic's offerings is a unique AI-driven analytics engine, built on large language models, with deep domain expertise,” said Sood. “By leveraging AI, the company empowers businesses to deliver exceptional customer experiences, reduce operating costs, and maintain high service standards across all channels.”
SupportLogic’s acquisition of xFind reflects the company’s commitment toward accurate, reliable, secure AI usage. xFind’s precision-guided retrieval augmented generation (RAG) architecture helps drive accurate responses to complex, domain-specific queries, without extensive deployment, training, or maintenance efforts. xFind’s technology is uniquely designed to mitigate hallucinations and poor answer accuracy, leveraging existing support conversations and internal documents to maintain information privacy and response efficacy.
xFind’s precision-guided RAG technology will enable SupportLogic to solve customer issues with an instantaneous, accurate knowledge co-pilot, according to the companies.
“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 of xFInd. “Combining our powerful precision answer RAG engine with the advanced support experience management platform SupportLogic has built will power the future of support for our customers.”
“With access to faster, more accurate technical answers that significantly reduce response times and improve troubleshooting efficiency [through the xFind integration], support teams are able to deliver a higher quality of service, elevating the overall customer support experience,” noted Sood.
By harnessing the power of AI, this joint product propels support experiences into the future, offering streamlined implementation paired with deeply contextual information retrieval.
“This product’s implicit search technology understands the context of a support conversation and automatically composes relevant queries and provides precise answers without the agent having to ask explicit questions,” continued Sood. “This implicit search technology is built to handle complex support queries, messy data sources, and still return concise, valuable answers. It can also assess disparate data sources and determine if no answer exists—instead of returning a list of unhelpful information.”
To learn more about SupportLogic’s xFind acquisition, please visit https://www.supportlogic.com/ or https://www.xfind.ai/.