10/16/2026
The answers were never missing. Finding them was the problem.
A global health insurer had its knowledge spread across more than 75,000 documents. Customer query handling took 15 minutes—not because the answers didn't exist, but because agents had to find them.
Saisystems Technology built an AI-powered contact center dashboard that surfaces the top three answers for each inquiry.
The result? 15 minutes to 10 seconds.
For service desk leaders, here's a practical starting point: measure the time from case open to the first useful answer. That number can reveal the cost of fragmented knowledge—and help build the business case for better retrieval.
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