Autonomous Agent Assist for GenAlpha Era

Leverage pre-built SearchUnify Autonomous Agents and GenAI technology to maximize support agent efficiency and improve customer experience

Global Enterprises Use Agent Helper To Drive Exceptional Business Impact

Increase in Agent Productivity

Reduction in Agent Onboarding Time

Faster Ticket Resolution

Reduction in Support Costs

Accuracy with no Hallucination

Learn How TechnologyOne Elevated its Agent Onboarding Experience & Productivity

“As a new member, SearchUnify helped me clear doubts whenever my team was unavailable or I preferred to resolve them independently. Also, it is quick to bring out similar cases and relevant knowledge.”

James

Support Analyst, TechnologyOne

Learn How TechnologyOne Elevated its Agent Onboarding Experience & Productivity

AI That Makes Your Support Agents Smarter and Productive

Automated Case Summarization

Auto generates both brief and detailed summaries of customer interactions using LLMs

Smart Response Assist

Auto generates initial responses for incoming cases by analyzing case fields and information sources

Curated Top Articles & Top Cases List

Presents the list of top resolution articles and identifies past cases with thematic and technical similarities

Collaborative Intelligent Swarming

Enables real-time collaboration with SMEs and team members via a dedicated channel

Intelligent Sentiment Analysis

Calculates a comprehensive sentiment score for incoming tickets to prioritize critical issues

Proactive Escalation Prediction

Provides the predictive escalation score for proactive case management

Comprehensive Case Timeline

Offers a holistic view of the customer's case timeline, capturing user interactions, self-service query search, and links opened

Supported Integrations

Recognized as the Most Effective AI Agent Assist Software by TSIA

SearchUnify’s Agent Helper, where support agents have the ability to identify top support agents, top knowledge articles, and top cases related to the one currently being worked on. In addition to gaining visibility into article popularity, this feature also makes for more effective collaborative support, also known as swarming.

JOHN RAGSDALE

Distinguished Researcher, Vice President of Technology Ecosystems, TSIA

Recognized for Leading AI Excellence in Customer Support

“SearchUnify’s ability to adopt AI and ML to enhance its efficiency and capabilities has
had a significant impact on the value It can provide to support and customer teams.”

Aug 21, 2023

SearchUnify's Agent Helper won Bronze Stevie® Award in the Best Technical Support Solution – Computer Technologies category in the 20th Annual International Business Awards®.

March 6, 2023

Why Support Organizations Love SearchUnify Agent Helper?

Enhanced Agent Control

Empowers agents with enhanced control over regenerating and editing GenAI responses, ensuring they align with user query and intent

Holistic Customer Journey

Offers a comprehensive history of the user's interactions leading to case creation, ensuring a complete understanding of the case on the go.

LLM Cost Optimization

Provides the option to use low-cost LLM or proprietary, in-house LLM with Bring Your Own LLM (BYOL) approach while delivering effective results

Seamless Response Delivery with Smart Search

Leverages the advanced SearchUnifyFRAG^™ search to retrieve and deliver the most relevant and accurate answers, thereby eliminating hallucination

Continuous and Adaptive Learning

Uses a three-tier process combining global best practices, agent feedback, and SME insights for improved GenAI performance and response generation

Intelligent Analytics

Detailed insights into LLM usage and key metrics like adoption rates, average time to resolution, and case elevation rates.

Frequently Asked Questions About Agent Helper

What is Agent Helper?

Agent Helper is a proactive, autonomous enterprise product designed to provide 360° assistance to support agents in streamlining their customer support workflows. With features such as Sentiment Analysis, Case Routing, Case Prioritization, Case Timeline, Case Summarization, Response Assist, Intelligent Swarming, and more, it automates routine tasks and empowers agents to deliver faster, personalized support. Organizations benefit from augmented efficiency, reduced onboarding time, increased satisfaction, and reduced costs.

Why Should I Leverage Agent Helper for My Business?

Agent Productivity: Automation allows agents to focus on complex issues.
Improved Content Findability: Intelligent search ensures agents have consistent and relevant information.
Faster Resolutions: Auto-generation of summaries and first response improves handling time.
Better Collaboration: Intelligent Swarming enables real-time collaboration among agents.
Increased Customer Satisfaction: Reduced time to resolution and personalized support enhances satisfaction.

What are the Key Features of Agent Helper?

Key features include:

Sentiment Analysis: Calculates sentiment score for tickets, assessing customer context and emotions.
Escalation Prediction: Detects potential escalation issues based on historical data.
Case Prioritization and Routing: Directs cases to the best-suited agent based on expertise and availability.
Holistic Case Timeline View: Provides a complete view of customer interactions, including searches and communications.
Case Summarization: Automatically creates summaries of interactions for quick reference.
Response Assist: Generates initial responses by analyzing case fields and relevant data.
Top Articles and Related Cases: Compiles a list of relevant articles and past cases.
Intelligent Swarming: Creates collaborative channels for consulting experts.
Agent Assist Bot: Supports queries to retrieve information and integrates response links.

Can Agent Helper Integrate with Existing Systems?

Yes, Agent Helper integrates with existing CRM systems, ensuring smooth transitions and minimal disruption.

Are Responses Generated by Agent Helper Recorded in the Overall Case Comments or Notes Section?

Yes, responses generated by Agent Helper are recorded in case comments as agents manually paste them into the comments section.

Can I Assign Custom Fields While Assigning the Case?

Agent Helper recommends the best possible agent for each case, allowing managers to assign custom fields like skills, sentiment score, and CSAT score.

How Many Events Can Case Timeline Capture?

The case timeline displays unlimited events, grouping comments over 12 in batches of five, with features tracking actions from browsing history to case reopenings, including agent changes.