Autonomous Agent Assist for GenAlpha Era
Leverage pre-built SearchUnify Autonomous Agents and GenAI technology to maximize support agent efficiency and improve customer experience
95
%Increase in Agent Productivity
87
%Reduction in Agent Onboarding Time
45
%+Faster Ticket Resolution
30
%+Reduction in Support Costs
99
%+Accuracy with no Hallucination
“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
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.
Distinguished Researcher, Vice President of Technology Ecosystems, TSIA
“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
Empowers agents with enhanced control over regenerating and editing GenAI responses, ensuring they align with user query and intent
Offers a comprehensive history of the user's interactions leading to case creation, ensuring a complete understanding of the case on the go.
Provides the option to use low-cost LLM or proprietary, in-house LLM with Bring Your Own LLM (BYOL) approach while delivering effective results
Leverages the advanced SearchUnifyFRAG™ search to retrieve and deliver the most relevant and accurate answers, thereby eliminating hallucination
Uses a three-tier process combining global best practices, agent feedback, and SME insights for improved GenAI performance and response generation
Detailed insights into LLM usage and key metrics like adoption rates, average time to resolution, and case elevation rates.
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.
Powered by GenAI and advanced ML algorithms, Agent Helper offers several benefits to your support team:
Key features include:
Yes, Agent Helper integrates with existing CRM systems, ensuring smooth transitions and minimal disruption.
Yes, responses generated by Agent Helper are recorded in case comments as agents manually paste them into the comments section.
Agent Helper recommends the best possible agent for each case, allowing managers to assign custom fields like skills, sentiment score, and CSAT score.
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.