◈ Homepage — https://www.supportlogic.com/See How NICE Empowers Customers with Next Gen AI Search Case study AI Agents Platform Customers Resources Pricing Get Support Live Demo Prevent Escalations, Eliminate Surveys, and Automate Coaching Ambient AI agents that work with your existing ticketing systems and runs in the background 24×7. Read more “SupportLogic helps us drive quality, making it more reliable for our clients to consume our technology.” Watch Video World-Class Brands Use SupportLogic Hear from our customers Why SupportLogic is Different The hype around AI ignores the reality that enterprise support is complicated. Enterprise support occurs across numerous touch points across several channels over time, and they’re all driven by different systems of record. Now you can connect these systems of record and extract nuanced signals from noisy customer interactions to maintain context and drive action like never before. Data Extraction Engine Consolidate your data across enterprise systems of record and normalize to a universal format. Signal Extraction Engine Extract nuanced signals from noisy customer interactions filled with business jargon. Context Engine Automatically maintain contextual memory across interactions, channels, and contact boundaries. Orchestration Engine Use custom alerts, events, coaching rubrics, and routing rules to integrate powerful AI, making your business more productive and efficient. Cut Through the AI Hype and Get Real-World Results “Resolve SX does the magic of deciding which source is best correlated and when to show results. It’s automation we simply couldn’t have built ourselves.” Chris Romrell Head of Global Support, NICE NICE uses Resolve SX to deliver fast, accurate answers with big results 35 REDUCTION IN ESCALATION RATES 98 SEARCH ACCURACY 4 REDUCTION IN MONTHLY CASE VOLUME Watch Video ◈ Interior Pages — 3 pages crawledCustomer Support Case Studies AI Agents Ambient AI Agents for Enterprise Support SupportLogic’s AI Agents extract nuanced signals from noisy customer interactions, maintain context, and drive action like never before. 2026 AI Vendor Landscape Discover why SupportLogic’s Ambient AI Agents outperform reactive bots. 7 Best AI Knowledge Retrieval Tools SupportLogic helps enterprise support teams drowning in fragmented knowledge Knowledge Agent Eliminate knowledge gaps and resolve issues quickly with predictive answers Escalation Agent Eliminate escalations and manage active escalations more effectively Sentiment Agent Eliminate surveys and unlock the true voice of the customer Prioritization Agent Eliminate backlog and operational inefficiencies Voice Agent Eliminate note-taking and detect tonality and sentiment from voice calls Routing Agent Eliminate manual routing and match the right engineer to every issue Coaching Agent Eliminate manual coaching and QA 100% of customer interactions Account Health Agent Eliminate churn and track customer health proactively Language Agent Eliminate language barriers with auto-translation and tonality/grammar assist Summarization Agent Eliminate loss of context and improve support team productivity Platform Security SupportLogic is ISO 27001 and SOC II Type 2 certified, GDPR and HIPAA compliant Integrations Integrate with your existing ticketing system and apps and go live within 45 days Product Tours Self-guided tours of our most popular workflows CRM-Less Architecture Learn why Support Leaders are Moving to a CRM-Less Architecture CRM Widgets Agentic AI tools for enterprise support directly in your CRM AI Analytics Act on the voice of the customer using sentiment and trend analytics Chatbot SX for Agentforce Ensure every chat response is accurate and on-brand SupportLogic MCP Server Intelligence and grounded context for AI assistants like Claude, ChatGPT and Gemini. Cognitive AI Cloud Enrich your data sources with customer insights Data Cloud Add predictive insights to your enterprise data warehouse AI Orchestration Engine Integrate powerful AI with your business processes Customers Transformation Stories Explore the Customer Hub with stories from the world-class brands that use SupportLogic Case Studies See why world-class brands and innovative support leaders love SupportLogic G2 User Reviews Browse verified, impartial feedback from our users on the G2 review platform. Testimonial Videos Watch SupportLogic’s support experience management testimonials. Customer Wall of Love Customer love for SupportLogic, in their words Resources Blog Keep up with the latest in support technology thought leadership Webinars Register for upcoming webinars and explore on-demand content. White Papers Explore deep technical content that explains how SupportLogic works SX Live Library See how the most innovative companies use AI to improve customer retention, operational efficiency and growth. Newsroom Keep up with SupportLogic news and the latest product announcements Technical Guides Get a deep dive behind the data integration process and how the AI models work Support Experience Book Read how companies use AI to win the hearts, minds and wallets of customers The Support Experience Podcast Make support more human than ever in the age of AI. For CEOs, Customer leaders, and anyone looking to leverage AI for a better customer experience. Pricing Pricing and Packaging Info Hybrid pricing and flexible packaging that scales with your business to deliver the capabilities you need most. ROI Calculators Investing in Support Experience pays big. See how your support operations can benefit from SupportLogic. Get Support Support Portal Knowledge Release Notes Contact Us Live Demo Case Studies Case Studies NICE CXone Empowers Customers and Agents with Fast Accurate Answers By deploying Precision RAG-driven search and knowledge automation, NICE CXone reduced case volume, improved answer accuracy, and delivered faster, more effective support to customers and internal teams. Read More Case Studies Databricks Reduced SLA Misses by 40% and Increased CSAT Customer support is critical for Databricks, which services more than 5,000 global organizations. As the company scaled, however, it found it was missing an essential piece of the customer service puzzle: the ability to identify and rectify customers’ most urgent concerns and frustrations as they arose. Databricks knew it needed to leverage an AI-based platform that could identify customers’ sentiments and case trends in real-time in order to optimize customer support. Read More Case Studies Basware Slashed Escalations 80% and Strengthened Customer Health Basware integrated AI-driven sentiment analysis and escalation prediction, aiming to proactively identify and address customer pain points. Read More Case Studies How Demandbase Cut Escalations by 25% Within 6 Months Demandbase transformed its approach to customer support, using AI to monitor customer sentiment, analyze signals from case histories, and create a system for actionable insights. Read More Case Studies Delinea Immediately Reduces Ticket Severity and Transforms Support Operations Delinea recognized a need to transform its support organization to keep pace with its accelerating growth. Jerry Stalick and his team led the initiative in improving the efficiency of the support team. Read More Case Studies Informatica Partners with SupportLogic to Accelerate AI with Business Impact In just 45 days, Informatica redirected resources to new initiatives and made their support managers more efficient by monitoring sentiment across every customer interaction. Read More Case Studies Salesforce Slashes Escalations 56% and Gains Manager Productivity Leveraging signal extraction for sentiment analysis and escalation prediction, Salesforce cut their escalation rate by 56%, acted on product insights surfaced from customer sentiment signals, and returned an hour of productivity back to every support manager’s day. Read More Case Studies Zywave Protects Itself Against Surprise Escalations The support organization at Zywave was looking to transform from a reactive model to a more proactive support experience. Additionally, they wanted to shift from a cost center to position support as a strategic element of the overall customer experience. Read More Case Studies Coveo Slashes Case Resolution Time with Intelligent Routing Before using SupportLogic, Coveo was already investing heavily in creating an exceptional customer support experience. But with most issues handled via self-service, agents faced more and more issues with which they were unfamiliar due to the lack of skill-based routing. Read More Case Studies Qlik Reduced Escalations by 30% in Just Six Months Qlik faced the operational challenge of transforming its support team from reactive to proactive to prevent escalations and better prioritize cases. To achieve this, the company turned to SupportLogic’s AI-powered continuous service experience platform. By leveraging SupportLogic’s customer sentiment and attention metrics, Qlik was able to reduce customer escalations by 30% in just six months for its core analytics product. Read More Products Cognitive AI Cloud AI Orchestration Engine AI Analytics Chatbot SX for Agentforce CRM-Less Architecture Knowledge Agent Escalation Agent Sentiment Agent Prioritization Agent Voice Agent Routing Agent Coaching Agent Account Health Agent Language Agent Summarization Agent Data Cloud Customers Transformation Stories Case Studies G2 User Reviews Testimonial Videos Customer Wall of Love SX Live Library 2025 Support Experience Conference Videos 15 Minutes with Judi Ask Max: Tips and Tricks Solution Deep Dive The Future of AI for Support Game Corner Resources Product Tours Integrations ROI Calculators Blog Newsroom Events & Webinars eBooks & White Papers Technical Guides Maturity Model Assessment Get Support Support Portal Knowledge Release Notes Contact Us Abou Databricks Case Study: How to Reduce SLA Misses by 40% AI Agents Ambient AI Agents for Enterprise Support SupportLogic’s AI Agents extract nuanced signals from noisy customer interactions, maintain context, and drive action like never before. 2026 AI Vendor Landscape Discover why SupportLogic’s Ambient AI Agents outperform reactive bots. 7 Best AI Knowledge Retrieval Tools SupportLogic helps enterprise support teams drowning in fragmented knowledge Knowledge Agent Eliminate knowledge gaps and resolve issues quickly with predictive answers Escalation Agent Eliminate escalations and manage active escalations more effectively Sentiment Agent Eliminate surveys and unlock the true voice of the customer Prioritization Agent Eliminate backlog and operational inefficiencies Voice Agent Eliminate note-taking and detect tonality and sentiment from voice calls Routing Agent Eliminate manual routing and match the right engineer to every issue Coaching Agent Eliminate manual coaching and QA 100% of customer interactions Account Health Agent Eliminate churn and track customer health proactively Language Agent Eliminate language barriers with auto-translation and tonality/grammar assist Summarization Agent Eliminate loss of context and improve support team productivity Platform Security SupportLogic is ISO 27001 and SOC II Type 2 certified, GDPR and HIPAA compliant Integrations Integrate with your existing ticketing system and apps and go live within 45 days Product Tours Self-guided tours of our most popular workflows CRM-Less Architecture Learn why Support Leaders are Moving to a CRM-Less Architecture CRM Widgets Agentic AI tools for enterprise support directly in your CRM AI Analytics Act on the voice of the customer using sentiment and trend analytics Chatbot SX for Agentforce Ensure every chat response is accurate and on-brand SupportLogic MCP Server Intelligence and grounded context for AI assistants like Claude, ChatGPT and Gemini. Cognitive AI Cloud Enrich your data sources with customer insights Data Cloud Add predictive insights to your enterprise data warehouse AI Orchestration Engine Integrate powerful AI with your business processes Customers Transformation Stories Explore the Customer Hub with stories from the world-class brands that use SupportLogic Case Studies See why world-class brands and innovative support leaders love SupportLogic G2 User Reviews Browse verified, impartial feedback from our users on the G2 review platform. Testimonial Videos Watch SupportLogic’s support experience management testimonials. Customer Wall of Love Customer love for SupportLogic, in their words Resources Blog Keep up with the latest in support technology thought leadership Webinars Register for upcoming webinars and explore on-demand content. White Papers Explore deep technical content that explains how SupportLogic works SX Live Library See how the most innovative companies use AI to improve customer retention, operational efficiency and growth. Newsroom Keep up with SupportLogic news and the latest product announcements Technical Guides Get a deep dive behind the data integration process and how the AI models work Support Experience Book Read how companies use AI to win the hearts, minds and wallets of customers The Support Experience Podcast Make support more human than ever in the age of AI. For CEOs, Customer leaders, and anyone looking to leverage AI for a better customer experience. Pricing Pricing and Packaging Info Hybrid pricing and flexible packaging that scales with your business to deliver the capabilities you need most. ROI Calculators Investing in Support Experience pays big. See how your support operations can benefit from SupportLogic. Get Support Support Portal Knowledge Release Notes Contact Us Live Demo Databricks Reduced SLA Misses by 40% and Increased CSAT Customer support is critical for Databricks, which services more than 5,000 global organizations. As the company scaled, however, it found it was missing an essential piece of the customer service puzzle: the ability to identify and rectify customers’ most urgent concerns and frustrations as they arose. Databricks knew it needed to leverage an AI-based platform that could identify customers’ sentiments and case trends in real-time in order to optimize customer support. By partnering with SupportLogic, Databricks was able to implement a more proactive approach to customer support, which ultimately led to increased CSAT scores and a 40% reduction in SLA misses. About Databricks Databricks works to simplify and democratize data and AI. Users can unify their data, analytics, and AI on Databricks’ central platform, which allows them to more easily collaborate across the entire data and AI workflow. Recently named one of Forbes’ 50 AI Companies to Watch, Databricks counts Google, Microsoft, Amazon, and Salesforce among its backers. Databricks serves more than 5,000 global organizations, including Shell, Comcast, CVS Health, HSBC, and T-Mobile. Each year, the company’s five support centers help customers solve over 14,000 support ticket items. Analyze Unstructured and Structured Data As Databricks grew, so did its support volume. Its customer support centers grappled with over 14,000 cases each year, but the company was still relying on reactive approaches to customer support analytics: namely, survey analyses like CSAT. According to data from a TSIA webinar, 81% of companies have the technology for CX analytics, but 38% of these are only using basic survey tools. For such companies—including Databricks—customer support is thus a backward-looking endeavor. “By the time you wait for CSAT to be the deterministic factor to understand what the customer experience was like, it’s too late,” says Tanvir Kherada, Senior Director of Technical Solutions at Databricks. “The damage has been done. But if you look at the ticket’s lifecycle…there’s a lot more you can do to salvage the situation and provide the best-desired outcome for the customer by intervening at the right time.” Databricks resolved to adjust its approach to customer support in order to do just that: intervene at the right time and thus improve customer satisfaction and outcomes by addressing concerns more quickly. The company initially built an in-house sentiment analysis mechanism, which it ultimately abandoned. “It was essentially sub-optimal,” explains Tanvir. “It rendered a lot of false positives.” Databricks wanted an AI-based tool that could analyze and process both structured and unstructured data—i.e., ticket metadata combined with customer messages, customer comments, and ticket updates—in order to identify customers’ most urgent situations earlier in the support process. In addition, Databricks needed a more comprehensive understanding of the issues its customers frequently faced. “[We were looking for] something that would identify trends,” says Tanvir. “Are there consistent tickets coming from the last couple of days, where they are having specific issues that may be something we broke within the product? We want to identify that and put together a plan to solve that quickly.” Databricks also wanted to optimize time zone alignment in order to make its global team of engineers as effective as possible—and solve customer problems in real-time, no matter where they occurred. Its solution? SupportLogic SX. Panoramic View of All Customers Insights SupportLogic SX’s AI-based platform enabled Databricks to activate both structured and unstructured data in analyzing and proactively responding to customer concerns. Databricks implemented the SupportLogic SX platform as well as the Customer Management Module, which offers companies a panoramic view of their customers and provides them with data-driven insights that help improve customer renewal and retention. Getting started was easy: Databricks simply opened a Salesforce connector, which allowed SupportLogic to begin streaming signals almost immediately. SupportLogic’s natural l SupportLogic Data Processing Addendum AI Agents Ambient AI Agents for Enterprise Support SupportLogic’s AI Agents extract nuanced signals from noisy customer interactions, maintain context, and drive action like never before. 2026 AI Vendor Landscape Discover why SupportLogic’s Ambient AI Agents outperform reactive bots. 7 Best AI Knowledge Retrieval Tools SupportLogic helps enterprise support teams drowning in fragmented knowledge Knowledge Agent Eliminate knowledge gaps and resolve issues quickly with predictive answers Escalation Agent Eliminate escalations and manage active escalations more effectively Sentiment Agent Eliminate surveys and unlock the true voice of the customer Prioritization Agent Eliminate backlog and operational inefficiencies Voice Agent Eliminate note-taking and detect tonality and sentiment from voice calls Routing Agent Eliminate manual routing and match the right engineer to every issue Coaching Agent Eliminate manual coaching and QA 100% of customer interactions Account Health Agent Eliminate churn and track customer health proactively Language Agent Eliminate language barriers with auto-translation and tonality/grammar assist Summarization Agent Eliminate loss of context and improve support team productivity Platform Security SupportLogic is ISO 27001 and SOC II Type 2 certified, GDPR and HIPAA compliant Integrations Integrate with your existing ticketing system and apps and go live within 45 days Product Tours Self-guided tours of our most popular workflows CRM-Less Architecture Learn why Support Leaders are Moving to a CRM-Less Architecture CRM Widgets Agentic AI tools for enterprise support directly in your CRM AI Analytics Act on the voice of the customer using sentiment and trend analytics Chatbot SX for Agentforce Ensure every chat response is accurate and on-brand SupportLogic MCP Server Intelligence and grounded context for AI assistants like Claude, ChatGPT and Gemini. Cognitive AI Cloud Enrich your data sources with customer insights Data Cloud Add predictive insights to your enterprise data warehouse AI Orchestration Engine Integrate powerful AI with your business processes Customers Transformation Stories Explore the Customer Hub with stories from the world-class brands that use SupportLogic Case Studies See why world-class brands and innovative support leaders love SupportLogic G2 User Reviews Browse verified, impartial feedback from our users on the G2 review platform. Testimonial Videos Watch SupportLogic’s support experience management testimonials. Customer Wall of Love Customer love for SupportLogic, in their words Resources Blog Keep up with the latest in support technology thought leadership Webinars Register for upcoming webinars and explore on-demand content. White Papers Explore deep technical content that explains how SupportLogic works SX Live Library See how the most innovative companies use AI to improve customer retention, operational efficiency and growth. Newsroom Keep up with SupportLogic news and the latest product announcements Technical Guides Get a deep dive behind the data integration process and how the AI models work Support Experience Book Read how companies use AI to win the hearts, minds and wallets of customers The Support Experience Podcast Make support more human than ever in the age of AI. For CEOs, Customer leaders, and anyone looking to leverage AI for a better customer experience. Pricing Pricing and Packaging Info Hybrid pricing and flexible packaging that scales with your business to deliver the capabilities you need most. ROI Calculators Investing in Support Experience pays big. See how your support operations can benefit from SupportLogic. Get Support Support Portal Knowledge Release Notes Contact Us Live Demo Data Processing Addendum Effective September 22, 2023 This EU and UK Data Processing Addendum (“DPA”) supplements the SaaS Services Agreement (the “Agreement”) entered into by and between Customer (“Customer”) and SupportLogic, Inc. (“Company”). By executing the DPA in accordance with Section 11 herein, Customer enters into this DPA on behalf of itself and, to the extent required under applicable Data Protection Laws (defined below), in the name and on behalf of its Affiliates (defined below), if any. This DPA incorporates the terms of the Agreement, and any terms not defined in this DPA shall have the meaning set forth in the Agreement. Definitions 1.1 “ Affiliate ” means (i) an entity of which a party directly or indirectly owns fifty percent (50%) or more of the stock or other equity interest, (ii) an entity that owns at least fifty percent (50%) or more of the stock or other equity interest of a party, or (iii) an entity which is under common control with a party by having at least fifty percent (50%) or more of the stock or other equity interest of such entity and a party owned by the same person, but such entity shall only be deemed to be an Affiliate so long as such ownership exists. 1.2 “ Authorized Sub-Processor ” means a third-party who has a need to know or otherwise access Customer’s Personal Data to enable Company to perform its obligations under this Addendum or the Agreement, and who is either (1) listed in Exhibit B or (2) subsequently authorized under Section 4.2 of this Addendum. 1.3 “ Company Account Data ” means personal data that relates to Company’s relationship with Customer, including the names or contact information of individuals authorized by Customer to access Customer’s account and billing information of individuals that Customer has associated with its account. Company Account Data also includes any data Company may need to collect for the purpose of managing its relationship with Customer, identity verification, or as otherwise required by applicable laws and regulations. 1.4 “ Company Usage Data ” means Service usage data collected and processed by Company in connection with the provision of the Services, including without limitation data used to identify the source and destination of a communication, activity logs, and data used to optimize and maintain performance of the Services, and to investigate and prevent system abuse. 1.5 “ Data Exporter ” means Customer. 1.6 “ Data Importer ” means Company. 1.7 “ Data Protection Laws ” means any applicable laws and regulations in any relevant jurisdiction relating to the use or processing of Personal Data including: (i) the California Consumer Privacy Act (“CCPA”), (ii) the General Data Protection Regulation (Regulation (EU) 2016/679) (“EU GDPR”) and the EU GDPR as it forms part of the law of England and Wales by virtue of section 3 of the European Union (Withdrawal) Act 2018 (the “UK GDPR”) (together, collectively, the “GDPR”), (iii) the Swiss Federal Act on Data Protection, ; (iv) the UK Data Protection Act 2018; and (v) the Privacy and Electronic Communications (EC Directive) Regulations 2003; in each case, as updated, amended or replaced from time to time. The terms “Data Subject”, “Personal Data”, “Personal Data Breach”, “processing”, “processor,” “controller,” and “supervisory authority” shall have the meanings set forth in the GDPR. 1.8 “EU SCCs” means the standard contractual clauses approved by the European Commission in Commission Decision 2021/914 dated 4 June 2021, for transfers of personal data to countries not otherwise recognized as offering an adequate level of protection for personal data by the European Commission (as amended and updated from time to time). 1.9 “ex-EEA Transfer” means the transfer of Personal Data, which is processed in accordance with the GDPR, from the Data Exporter to the Data Importer (or its premises) outside the European Economic Area (the “EEA”), and such transfer is not governed by an adequacy decision made by the European Commission in accordance with the relevant provisions of the GDPR. 1.10 “ex-UK Transfer” means the transfer of Personal Data, which is processed in accordance with the UK GDPR and the Data Protection Act 2018, from the Data Ex