Elastic recognized as a finalist for Innovation in Customer Portals in 2025 TSIA STAR Awards

We are proud to announce that Elastic has been named a finalist by the Technology & Service Industry Association (TSIA) in the 2025 STAR Awards program for Innovation in Customer Portals that Improve Digital Customer Experience. This award recognizes Elastic’s ability to embrace AI innovations to enhance our digital customer experience. Our expertise in building technology that delivers best-in-class experiences stems from our authenticity as “customer zero,” using our own Search AI Platform to power AI for digital customer experiences.

This past year, we built and launched the Elastic Support Assistant — a technical self-service support generative AI (GenAI) experience built on Elastic’s Search AI Platform — to help customers quickly search, find, fix, and move on. The journey to build the Support Assistant started with our search experience. Over the past few years, we have continued to refine our search experience with Elasticsearch by integrating semantic search, vector search, machine learning, and natural language processing, enabling customers and support engineers to find relevant results based on semantic intent. In 2024, we enhanced our search experience with GenAI, using a retrieval augmented generation (RAG) architecture, which enables customers to self-serve and receive answers directly within our customer support portal.

With access to Support Assistant and its growing effectiveness, customers are increasingly resolving simpler, known issues independently, allowing us to benefit from freed support capacity to serve our growing customer base. Our customer portal, a key component of our digital experience, has enabled us to meet the needs of our growing customer base by providing a self-service option while enhancing our team's capacity to handle complex interactions.

Since launch, we’ve seen the following tangible business benefits: 

• 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 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. 

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