Support Experience AI Awards 2025 mark the shift from pilots to outcomes in predictive and generative AI for customer support

Support Experience AI Awards 2025: What Customer Support Leaders Can Learn

SupportLogic announced the 2025 Support Experience AI Awards, spotlighting teams that turned predictive and generative AI into real operational wins. Submissions showed a clear shift from pilots to production systems that cut time-to-resolution, raise CSAT, and reduce escalations.

A judging panel of David Kay, Rebecca Wettemann, Patrick Martin, and Judith Platz evaluated entries for creativity, innovation, process change, and measurable results. "This year's winners showed how AI can be woven into the fabric of support operations," said Judith Platz, Chief Customer Officer at SupportLogic. "They moved past hype to deliver proactive, measurable improvements in customer experience and team productivity."

Customer Experience

Winner: UiPath

• Integrated Proactive Support Care, Customer 360, and Support Tier 2.0 to build low-effort, personalized experiences.
• CSAT: 96% Enterprise; 93%+ Bronze.
• Retention +15%; renewals +10%.
• Next-gen AI portal anticipates needs and speeds resolution.

Finalist: Siemens

Organizational Influence

Winner: Siemens

• Shifted support from reactive function to a proactive partner across sales, product, and customer success.
• Used platforms like Apricot for real-time insights that feed directly into product improvements.
• Consistent customer communication and community building drove gains in renewals, satisfaction, and product outcomes.

Finalist: CyberArk

Best Use of Predictive AI

Winner: SAP

• Holiday Season Readiness Program identified and resolved 1,400 potential issues ahead of time.
• Achieved 100% uptime and zero escalations during peak season.
• Protected more than $12B in peak-season commerce.

Best Use of Generative AI

Winner: NICE

• Blended precision RAG search in the customer portal with AI summaries, translations, and engineering automations.
• Raised CSAT, sped up resolutions, and freed teams for higher-value work with human-in-the-loop oversight.

Finalist: Elastic

Best Use of AI for Self-Service

Winner: Siemens

• Support Center drove a 51% case-deflection rate and 97% CSAT.
• Intelligent search, automated knowledge creation, and in-product help made answers easy to find in any language.

Best Use of AI for Assisted Support

Winner: Elastic

• AI-powered Support Assistant delivered faster answers via conversational GenAI and intelligent search.
• Reduced time-to-first-response, deflected thousands of cases, and cut assisted demand by 7%.
• Scaled capacity in step with business growth.

Finalist: Informatica

Practical playbook: Turn these wins into your next 90 days

• Predict seasonal and launch risks: build a readiness program that scores customers by risk using tickets, telemetry, usage, and change events. Preempt top issues with playbooks and owner assignments.
• Start GenAI where it pays back fast: RAG search on your knowledge base, case summary generation, and translation. Keep human review for accuracy and tone.
• Make self-service your front door: target 30-50% deflection with high-quality search, auto-knowledge from resolved cases, and in-product help surfaces.
• Wire support insights into product: standardize taxonomy, share weekly defect and friction themes, and close the loop with release notes and customer updates.
• Measure what matters: time-to-first-response, time-to-resolution, deflection rate, escalations avoided, and the downstream effects on renewals and retention.
• Stand up governance: data privacy, retrieval sources, evaluation sets, and drift monitoring. Publish a one-page policy agents can follow.
• Invest in your team: short, role-based training on prompts, verification, and customer tone. Track minutes saved per case and reinvest into proactive work.

Watch and nominate

Nominations for the 2026 Support Experience AI Awards open in early 2026. For updates, past highlights, and on-demand access to this year's ceremony, visit sxlive.com.

Upskill your support team

If you're building AI skills across support roles, explore practical learning paths and certifications by job role here: AI courses by job.

About SupportLogic

SupportLogic is a leader in Support Experience (SX) management and post-sales CX observability. Using predictive, generative, and agentic AI, the platform extracts sentiment signals from structured and unstructured data to deliver real-time insights, recommendations, and automated workflows. Global enterprises including Salesforce, Qlik, Informatica, CyberArk, and Snowflake use SupportLogic to prevent escalations, reduce costs, and improve customer experience. Learn more at supportlogic.com.

Event context

Now in its third year, the Support Experience AI Awards reflect the broader shift discussed at the Enterprise AI for CX Summit: AI moving from experiments to systems that drive outcomes across support, product, and revenue.