CUSTOMER SUPPORT & KNOWLEDGE BASE SEARCH
Faster resolutions, powered by agents and real-time context
Build production-grade support agents with hybrid retrieval for accurate answers, document-level security for controlled access, and tools for everything from simple Q&A to automated resolution.
Customer support with Elasticsearch
Build apps that deflect cases and drive self-service with semantic search — for all internal teams on call.
How we built customer support at Elastic
Elastic delivers faster, more accurate support by pairing AI-powered retrieval and secure environment replication with expert validation at every step.
See how our support team achieved a four-month payback period, $1.7 million in cost avoidance, 23% faster first responses, and a 7% reduction in assisted cases using human-in-the-loop AI.
Deflect tickets with self-service
IMPLEMENTATION FLEXIBILITY
The easiest path to production‑ready AI
Skip the pipeline work, and drive faster ticket resolutions without extra engineering overhead. Automate chunking and embeddings with semantic_text, and run managed Jina AI models on Elastic Inference Service to power precise, multilingual retrieval across your knowledge base in every language your customers speak.
Elasticsearch — the most widely deployed vector database
Copy to try locally in two minutes
curl -fsSL https://elastic.co/start-local | shOMNICHANNEL BY DESIGN
Customer support search your way
Elastic has a search solution for every channel your team uses to support customers, so you deliver relevant answers wherever questions pop up.
TOTAL ECONOMIC IMPACT™
The Total Economic Impact™ of Elasticsearch
Forrester Consulting's commissioned study of Elasticsearch concluded that customers reduce their costs by 25% and save 24 hours per year per employee. Learn how your organization can decrease its costs and improve employee productivity with Elastic.
INDUSTRY CREDIBILITY
Used by leaders in customer support
Brands that make customer service a differentiator use Elastic because it gets customers the most relevant answers every time. Elastic’s reliability, performance, and flexible deployment turn your search investment into savings.
Customer spotlight
BBVA uses Elasticsearch to support customers at global scale by searching 20 years of transaction history across more than 45 billion records in real time. Support and operations teams resolve inquiries faster with 200–400 ms queries, while consolidating nine systems into one scalable, cost-efficient platform.
Customer spotlight
Akeneo built a stable foundation for supporting enterprise customers with Elastic Cloud, reducing incidents and support overhead. With 99.9% uptime, 3x performance, and deployments every 30 minutes, teams spent less time firefighting and more time resolving customer issues, while cutting costs by 50%.
Customer Spotlight
Docusign uses Elasticsearch and generative AI to streamline the agreement management process, from creating and signing agreements to managing them including tracking auto-renewals that can cost businesses millions.
VERSATILE? VERY.
Limitless search use cases on a single platform
With Elastic, you get a slew of tools that help you build any search solution you can think of. Whether it’s website search, customer support, or a unique use case with highly custom specifications, Elastic has the tools to help you create it.
