United StatesTechnology and telecom2024 – ongoing

Elastic

Generative AI support assistant

Elastic reported 586 support case deflections in its assistant's first customer month

WorkingCompany's own claimOfficial ↗

Problem

Support engineers searched scattered documentation and past cases to answer technical questions. Customers also needed faster self-service answers.

Approach

Elastic built a generative AI assistant on Elasticsearch with retrieval from its knowledge sources. Engineers used it to prepare responses and draft knowledge documentation. Customers used the same tool for self-service support.

Results

586case deflections in the first month after customer launch, reported by ElasticCompany's own claim[1]

200+internal support engineers using the assistantCompany's own claim[1]

4 monthsreported payback periodCompany's own claim[1]

Takeaway

The assistant served both engineers and customers. Elastic reported case deflections without publishing an independent assessment of answer quality.

Sources

Increased customer and support efficiency with Support Assistant
Elastic2024Company publication

Source summaries

[1]Elastic2024

Elastic described a retrieval-based assistant used by support engineers and customers. It reported 586 case deflections during the first customer month and a 4-month payback period.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026