SupportLogic announced the successful acquisition of xFind, a vendor specializing in retrieval-augmented generation (RAG) framework technology. This strategic move aims to integrate deeper search functionalities and advanced generative AI features into SupportLogic’s platform, significantly enhancing its capabilities. The financial terms of the acquisition remain undisclosed.
SupportLogic is known for its innovative SX management platform, which collects voice of the customer data and performs customer analytics during service calls. The integration of xFind’s technology is expected to speed up the platform’s ability to surface accurate and relevant answers, thereby improving overall customer service efficiency. This platform can operate both as a standalone solution and as a plug-in for widely used service ticketing systems, including Salesforce, ServiceNow, and Zendesk. Notably, data management provider Informatica utilizes SupportLogic for its voice of the customer platform, indicating the platform’s broad applicability and effectiveness.
xFind’s RAG architecture is particularly noteworthy as it allows for the use of customers’ proprietary service data in conjunction with large language models (LLMs). This integration is crucial for customer service organizations that frequently need to access updated and detailed knowledge from various platforms such as Salesforce CRM, Jira for engineering, Confluence for documentation, and Slack for collaboration. By leveraging xFind’s technology, SupportLogic aims to provide more intuitive and comprehensive search capabilities, ensuring that customer service representatives can quickly find the information they need to resolve issues.
Geetha Gopalakrishnan, Senior Vice President of Customer Support at Informatica, highlighted the potential benefits of this acquisition. “We don’t want people to be looking for service answers,” she explained. “Today, unless they have the right keywords, they don’t find the right information. But if xFind’s capability is fully integrated, Informatica has a wealth of knowledge. On top of that, we have telemetry from the back end. I think it will be a very good addition.”
This acquisition underscores SupportLogic’s commitment to leveraging cutting-edge AI technologies to enhance customer service experiences. By incorporating xFind’s advanced search and generative AI features, SupportLogic aims to set a new standard in the industry, offering a more efficient and intelligent solution for customer service organizations worldwide.
