When Customers Can't Find Answers, They Call. And Call. And Call.
A leading multi-state utility provider had a help center that wasn't helping. Customers arrived looking for answers and left without them. Support calls kept climbing. Costs followed. And every call that should have been resolved online was a failure the business was paying for twice — once in the customer experience, once in the contact center.
The fix wasn't more agents. It was a better answer.
Search That Understands the Question, Not Just the Keywords
We built an AI-powered search system using Azure AI Search and Azure OpenAI that surfaces accurate answers without human intervention — designed to resolve the query, not just return results.
A custom crawler indexes priority content, so the most relevant answers are always findable. Real-time analytics track what customers are searching for, what they're finding, and where they're still getting stuck — feeding continuous optimization that makes the system smarter over time. The platform is built to scale for voice search and multilingual support when the business needs it.
But the measure of success was never technology. It was whether customers stopped picking up the phone.
277K Calls Deflected. $1.4M Saved. 172% ROI in 12 Months.
Year over year, the system deflected 277,000+ support calls. Lifetime cost savings reached $1.4 million. ROI hit 172% within the first 12 months.
Customers get answers on their own terms. The contact center handles the calls that actually need a human. And the help center finally does what it was always supposed to do.
That's the difference between a search tool that returns results and one that resolves problems.
Microsoft AI Cloud Partner
We engineer solutions that automate and modernize your data, applications, and employee experiences — solving operational problems and delivering measurable ROI.