Elastic recognized as a finalist for Innovation in Customer Portals in 2025 TSIA STAR Awards

Elastic has been recognized as a finalist in the 2025 TSIA STAR Awards for its innovative use of AI to enhance digital customer experiences through its customer portal. The company's commitment to improving digital self-service support is exemplified by the Elastic Support Assistant, which utilizes their Search AI Platform with features like semantic and vector search, machine learning, and natural language processing. This initiative has led to a 49% increase in digital support usage and a 23% reduction in customer response times, as customers are able to resolve simpler issues independently, freeing up support capacity for more complex cases. Elastic's future plans include introducing further AI-driven enhancements such as enriched case context and multilingual support, aiming to continually exceed customer expectations. The recognition by TSIA underscores Elastic's success in empowering customers to efficiently access support and solve problems autonomously, while also acknowledging the importance of exercising caution when using third-party AI tools.

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