Skip to main content

Elastic wins 2025 Best Use of AI for Assisted Support

Elastic is recognized for Best Use of AI for customer and agent workflows from SupportLogic in the Support Experience AI Awards

By

Julie Baxter-Rudd,

Chris Blaisure

blog-best-use-of-ai-highres.jpg

We are honored to announce that Elastic has been awarded the 2025 Best Use of AI for Assisted Support from SupportLogic in the Support Experience AI Awards. This award recognizes the innovation from Elastic’s technology team, our ability to embed AI within customer and agent workflows, and our product as a whole. Our ability to build cutting-edge technology that delivers best-in-class experiences stems from our authenticity as customer zero and having Elastic’s Search AI Platform readily available at our fingertips. 

Thank you to SupportLogic for highlighting our innovation and impact on customer experience. We are proud to be part of a community that is pushing the boundaries of what AI can do for support and customer experience. 

“Elastic’s AI-powered assistant is a powerful example of how technology can make human support teams faster, smarter, and more effective,” said Judith Platz, chief customer officer at SupportLogic. “They’ve demonstrated how AI can transform assisted support into a strategic advantage for scaling businesses.”

Embedding AI within customer and support experiences

Customers need to search, find, fix, and move on by quickly accessing answers from thousands of sources across the knowledge base. With our growing customer base, our support engineers found it challenging to quickly understand a customer’s use case, collect information from multiple sources across our knowledge base, and respond promptly with accurate answers. From cognitive and information fatigue to the expectation of speedy responses, we turned to AI to help us manage the scale of our business. 

We built and launched Support Assistant — a technical support generative AI (GenAI) experience built on our Search AI Platform — that enables customers to access answers through self-service. For support engineers, we built an AI-first support case user interface, Engineer View, to integrate the Support Assistant into the support team's workflow. This includes access to an AI knowledge drafter, which extracts information from customer queries, case conversations, and existing knowledge artifacts, allowing support engineers to quickly draft new knowledge documentation that feeds our system in real time.

I haven’t used real support, not even once, since I’ve been using the assistant. There is no need to use other AI tools since it has so much deep knowledge about Elastic.

Scandinavian Government Agency, Elastic customer

Since launch, we’ve seen the following impact on our business:

  • 49% growth in digital support: Since the launch of Support Assistant, demand for assisted support has decreased by over 7% while digital support, including Support Assistant usage, has risen by 49%. 

  • 6x case deflection via AI: We have seen a 6x increase in hard case deflections, where users explicitly abandon creating a support ticket after finding answers via Support Assistant. 

  • 130% increase in knowledge: When support cases do arise, our support team uses the AI knowledge drafter to build new knowledge articles. Since launch, we’ve seen a 130% increase in the number of articles created. 

  • 23% faster customer response times: The increased capacity enabled our support engineers to spend more time assisting customers with complex cases, resulting in a 23% improvement in the mean time to first response to customers. 

The support assistant is not taking work away from us, but it's a companion to us. It allows us to focus on the more complex, meaningful, interesting, and valuable tasks.

Nicholas Bellerophon, Support Engineer, Elastic

What’s next?

Building on the success of Support Assistant, we’re excited to continue launching AI-driven capabilities — enriched case context, intelligent routing, account personalization, proactive insights, and GenAI expansion into other lines of business — that continue to elevate our business and improve customer experience. 

We’re honored to be recognized by SupportLogic for our ability to incorporate AI into customer and agent workflows, and we’re grateful that our customers trust our solution to solve their challenges.

Learn how we built Support Assistant on Elastic’s Search AI Platform.

The release and timing of any features or functionality described in this post remain at Elastic's sole discretion. Any features or functionality not currently available may not be delivered on time or at all.

In this blog post, we may have used or referred to third party generative AI tools, which are owned and operated by their respective owners. Elastic does not have any control over the third party tools and we have no responsibility or liability for their content, operation or use, nor for any loss or damage that may arise from your use of such tools. Please exercise caution when using AI tools with personal, sensitive or confidential information. Any data you submit may be used for AI training or other purposes. There is no guarantee that information you provide will be kept secure or confidential. You should familiarize yourself with the privacy practices and terms of use of any generative AI tools prior to use. 

Elastic, Elasticsearch, and associated marks are trademarks, logos or registered trademarks of Elasticsearch N.V. in the United States and other countries. All other company and product names are trademarks, logos or registered trademarks of their respective owners.

Sign up for Elastic Cloud free trial

Spin up a fully loaded deployment on the cloud provider you choose. As the company behind Elasticsearch, we bring our features and support to your Elastic clusters in the cloud.

Start free trial