What is SearchUnify?
SearchUnify is an agentic platform designed to transform the support ecosystem. It leverages artificial intelligence to unify disparate data silos, making relevant information easily accessible for both customers and employees. With over 50 out-of-the-box (OOTB) connectors, it ensures enhanced information findability.
The platform facilitates proactive decision-making through real AI and real-time analytics, offering deep insights into customer and employee behavior. SearchUnify provides a suite of next-generation support applications to deliver personalized and proactive customer service experiences. The platform integrates Large Language Models (LLMs) to augment customer interactions, enhance support and customer service.
Features
- Cognitive Search: Combines ML, GenAI, and NLP to understand user queries and intent for efficient issue resolution.
- Agent Helper: Provides agents with a unified view of information, user journey insights, and expert connections to improve productivity.
- SUVA (SearchUnify Virtual Assistant): Uses enterprise-wide knowledge and search insights to power intelligent chatbots for faster query resolution.
- Community Helper: An always-on bot for online communities that monitors discussions and provides relevant responses 24/7.
- Escalation Predictor: Analyzes support tickets in real-time to predict escalation probability and improve first contact resolution.
- Knowbler: A KCS v6 aligned application to optimize knowledge creation, discovery and management.
Use Cases
- Drive Self-Service Success
- Decrease Average Handle Time
- Augment Support Efficiency
- Increase First Call Resolution
- Drive Knowledge-Centered Support
- Maximize Your Customer Service ROI
