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In this powerful testimonial, Paul Kozlov, Head of Support Operations at CyberArk, shares how SupportLogic is transforming the productivity and communication quality of a global support team—especially for engineers who speak English as a second language. Paul explains how fragmented knowledge, complex case research, and inconsistent communication created major hurdles for both junior and senior support engineers. By adopting SupportLogic Resolve SX, CyberArk now delivers faster, more accurate responses with AI-powered case summaries, recommended next steps, and direct links to every knowledge source—from Salesforce to documentation to Jira. Learn how CyberArk: 🔹 Improved cases resolved within 3 iterations—from 61% to nearly 70% 🔹 Increased team productivity by 10%+ 🔹 Eliminated time-consuming research across multiple systems 🔹 Empowered engineers with AI-generated answers while reducing hallucinations 🔹 Laid the foundation for future customer-facing AI, including “proto-articles” and automated troubleshooting If you’re exploring how AI in customer support, case summarization, knowledge retrieval, and agent productivity tools can elevate your support org, this deep dive from CyberArk is packed with insights. #CustomerSupport #AIinSupport #SupportLogic #CyberArk #AIAutomation #GenAI #TechnicalSupport #CustomerExperience #KnowledgeManagement #SupportOps #AgentProductivity #AIinCX #CaseManagement #SupportEngineering