Sonasoft Corp., a leader in innovative eDiscovery and artificial intelligence (AI) solutions, is pleased to announce that it has landed a significant contract to provide a Fortune 1000 Company with Sonasoft’s newly developed Artificial Intelligence (AI) solution.
The customer, a tech company on the Fortune 1000 list, will adopt Sonasoft’s AI solution to increase the accuracy of its online technical support search portfolio. During the testing phase, Sonasoft’s AI solution increased the accuracy and ability of the engine to produce the most relevant solution by over 500 percent. The inclusion of Sonasoft’s AI solution will not only improve its client’s customer satisfaction, but it will additionally deliver substantial cost savings through the reduction of intervention from engineering staff to address open support tickets.
The client was originally looking to enhance the accuracy of its online customer service portal with an AI solution. The target was to increase the relevancy of the search results by 100 percent when compared to the current functionality. The customer was excited to discover that Sonasoft’s AI solution exceeded expectations and delivered an impressive 500 percent relevancy increase towards the desired result. When the scope was broadened to include the top five results with Sonasoft’s AI solution, the search relevancy increased to a near perfect score with the correct result on top of the list. This increase in accuracy allows end users with just one search to find best answers to their customer service related inquiries 95 percent of the time through the online portal without connecting to a customer service representative.
Currently, the client incurs costs of nearly $1,000 each time a support engineer is required to intervene and identify a solution for its customers. The improvement in accuracy and relevancy that Sonasoft’s AI solution provides will reduce the necessity for engineer intervention and result in considerable cost savings for the client.
As agreed with the customer, Sonasoft will deploy this AI solution on Microsoft Azure Cloud as the platform of choice.
“This is a tremendous achievement for Sonasoft and provides proof of the value for our AI solution,” states Neil Kumar Khanna, Vice President of Client Services and Operations for Sonasoft. “The AI technology has significantly exceeded our clients’ expectations and should translate to substantial cost savings for them. We anticipate that we will continue to land deals with large enterprise customers adopting our AI solution, now that its capabilities have been independently verified and adopted by this Fortune 1000 Company.”