How a Fortune 100 Technology Manufacturer Reduced Support Engineers’ Search Efforts by 70% Cortical.io Support Intelligence Case Study The Challenge The support cases handled by the company’s support engineers were difficult and time-consuming to resolve because they referred to compli- cated technical issues in a complex networking environment. The fact that customers often used different terminology than what is used in the company internal documentation made the task even more difficult. Efficient handling of support cases was predicated on finding a solution from past cases instead of troubleshooting the issue from scratch. Attempts to reduce the time to find meaningful results with other search-based solutions failed, as they were not able to quickly and consistently identify

Join for free to read