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.

In this 45-minute, substantive session, experts from Black Duck, TSIA, and Coveo will unpack how they leveled up their digital support experience—by embedding AI where it matters most, and delivering measurable impact.

What you’ll learn:

• How Black Duck boosted case deflection by 39% and improved self-service success by 43%.
• Where to embed generative answering for maximum deflection ROI.
• TSIA’s latest research on AI adoption and support experience trends.
• Best practices from over 50 enterprise GenAI deployments with Coveo.

Whether you’re looking to enhance your existing AI investments or kickstart a smarter self-service strategy, this session will leave you with proven insights and practical next steps.