Companies struggle with high support costs driven by low ticket deflection and frequent live-agent handoffs. Existing chatbot and search vendors deliver legacy experiences and inaccurate responses, which fail to meet user expectations. This is compounded by the high degree of complexity inherent to underlying data sets, where it is common to have millions of technical documents across dozens of disparate sources.
Vectara's Managed Agent for Customer Support unifies technical documentation across sources with grounded retrieval and entitlement-aware access controls. It delivers accurate, hallucination-free answers with citations for transparency.
In addition to answering technical questions accurately, Vectara’s agent also automates the execution of routine tasks, such as account management and IT requests. Only edge cases are escalated to humans, reducing costly live-agent handoffs and, in one customer's experience, driving deflection rates from 33% to 95%.
Vectara Advantage
Vectara is driving measurable results across enterprise deployments, exemplified by these metrics reported by a Top 10 global technology company:
- 85%
Containment rate for support chats
- 3:1
3 legacy vendors replaced by 1 solution
- 1M+
Users served
Vectara Customer Support Managed Agent
Vectara provides customer support automation and AI-powered search across internal and external data sources, with entitlement-based access controls enforced on every interaction.
Ingest Pipelines
Vectara ingests millions of multimodal documents spanning technical docs, knowledge base articles, community discussions, websites, and enterprise documents. All data is enriched with static and dynamic metadata to support access controls, filtering, and reranking and to enhance the accuracy of agents that rely on this context.
Agentic Reasoning
Vectara’s agent answers questions about products and policies, providing both concise summaries and highly detailed explanations, all backed by citations with accuracy validated by evaluations. The agent also integrates with IT ticketing and operational systems to automate a wide array of tasks, enabling users to manage their accounts through self-service.
User Interface
Vectara’s APIs integrate agents into existing frontends, minimizing disruption to established user workflows. Integrations include the Zoom Contact Center chatbot, Google Chat, Slack, and numerous web portals. Users gain a modern, conversational experience that replaces legacy keyword search and ineffective chatbot interactions.
Vectara has proven the platform can do this [agentic customer support automation] well especially when multimodal data is involved. This drives measurable outcomes in Broadcom’s customer experience.
About Vectara
Organizations across industries, including semiconductor manufacturing, financial services, healthcare, and legal, rely on Vectara to accelerate troubleshooting, streamline compliance, and turn siloed technical and business data into faster, more confident decisions.
