Presented by Chris Blaisure at Microsoft Ignite 2024, this session explores how Elastic developed the Support Assistant using generative AI and Microsoft Azure OpenAI to enhance customer support.

Explore GenAI for Customer Support with Elastic Support Assistant

Session: Microsoft Ignite 2024 Speaker: Chris Blaisure

Overview

This session dives into the creation of the Elastic Support Assistant, a generative AI-powered chat experience developed to assist users across all Elastic products. By employing a Retrieval-Augmented Generation (RAG) architecture, Elastic integrated Elasticsearch with Microsoft Azure OpenAI, combining the strengths of both platforms to deliver accurate and scalable support.

Key Topics Covered

• Rapid Generative AI Evolution: The fast-paced development of AI solutions to meet emerging customer needs.
• Elastic Support Assistant: A chat tool powered by generative AI, capable of addressing a wide range of customer queries about Elastic products.
• RAG Architecture: Utilization of Retrieval-Augmented Generation, combining real-time data retrieval via Elasticsearch with the advanced language capabilities of Azure OpenAI.
• Integration with Microsoft Azure: Leveraging Azure’s cloud infrastructure and OpenAI service enhanced the performance, scalability, and future-proofing of Elastic's support solutions.
• Real-world Impact: The approach resulted in more comprehensive, context-aware support, and established a baseline for implementing additional generative AI use cases in the future.

Further Resources

• Explore more Microsoft Ignite sessions on-demand: ignite.microsoft.com
• #MSIgnite

Conclusion

Elastic’s partnership with Microsoft Azure OpenAI represents a significant step forward for enterprise support solutions, utilizing generative AI and robust cloud infrastructure to improve user experience and foster ongoing AI innovation.