There was an idea, called the Avengers Initiative. The idea was to bring together a group of remarkable people to see if they could become something more. To see if they could work together when we needed them to, to fight the battles that we never could.

~ Nick Fury, Director of S.H.I.E.L.D

Now, we know what you’re thinking. It’s a bit dramatic, isn’t it? The Accela team didn’t save the world from aliens but they did something quite as remarkable, let us explain.

Accela sits at the heart of the world’s most innovative governments with its groundbreaking cloud solutions. With the goal of making their customer support experience simple, measurable, scalable, and sustainable, Accela’s leadership embarked on multiple rounds of planning and strategic decision-making around AI adoption, vendor selection, and model optimization.

The result? The right mix of business strategy, SearchUnify’s cognitive technology on their support portals and LLM-fueled virtual assistant (SUVA) enabled the management to witness up to 63% increase in self-service success, a 3X improvement in Customer Effort Score, and a 17% reduction in support case volume.

In this session, Garrick Greenhalgh, Director, Global Technical Education and Community at Accela, and Brian Corcoran, Global Support Evangelist and a Certified KCS Practitioner at SearchUnify, discuss the innovative mix of strategy and technology that enabled Accela to achieve such impressive results. We'll explore the key decisions made by the company, their GenAI adoption journey, and highlight ways they broke the mold to deliver exceptional customer service.

Join us at TSIA World Interact to learn more.