In the rapidly evolving customer support landscape, GenAI-enabled Virtual Assistants (VAs) represent a new generation of solutions that leverage large language models (LLMs) to achieve unparalleled functionality.
According to Gartner®, “By 2026, 50% of customer service and support organizations will have implemented GenAI-driven VAs for agent assistance/customer-facing tasks."
However, challenges like limited context, inaccuracy, and insufficient insights often deter businesses from fully leveraging these advanced technologies. Accela, a leading US-based government technology company, faced similar issues with their conversational AI platform, AVA (Accela Virtual Assistant).
This is where SearchUnify Virtual Assistant (SUVA) made a transformative impact. As a leading federated, information retrieval-augmented chatbot, SUVA optimized AVA’s performance through intelligent search, fine-tuned prompting, and a built-in analytics dashboard, resulting in:
“Your willingness to adapt and refine AVA, based on user input, has played a crucial role in ensuring its usability and effectiveness. The impact of your work extends far beyond the technical realm; it directly contributes to the efficiency, productivity, and overall success of our organization. With the support bot you've developed, we are better equipped to serve our customers, streamline processes, and achieve our goals.”
Garrick GreenhalghMSHR, CSPO
Director of Global Technical Education and Community
