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AI-Powered Deflection: Black Duck’s 43% Self-Service Lift

Generative AI alone doesn’t scale support—strategic placement, data-informed design, and great execution do. Black Duck, a leader in open-source security and compliance, didn’t start from scratch. They had a mature AI-search experience, but like many TSIA members, hit a deflection plateau. That’s when they turned to generative answering. The result? A 39% increase in explicit case deflection and a 43% boost in self-service success.