Mountain View, CA | August 22, 2024 – SearchUnify is delighted to announce that its cutting-edge agent assist solution, Agent Helper, now delivers the perfect blend of GenAI power and enhanced agent control. This revamp not only leverages the automation capabilities of Generative AI but also provides agents with advanced tools and insights to maintain personalized, accurate, and contextually relevant support interactions.
Originally launched in 2018, Agent Helper quickly established itself as an indispensable tool for support teams, enabling agents to efficiently locate relevant content, resolve issues in real-time, and connect seamlessly with subject matter experts. The latest iteration builds on this strong foundation by incorporating GenAI and LLM (Large Language Model) capabilities, which introduce advanced features such as sentiment analysis, escalation prediction, case prioritization and routing, and automatic case summarization. In addition, agents now have greater control through dynamic response regeneration, editing tools, and continuous learning systems, ensuring that every interaction is not only efficient but also deeply personalized and aligned with the customer’s needs. These include:
- Response Regeneration: Enables agents to regenerate responses based on ongoing interactions and new comments, ensuring accuracy and relevance.
- Editing Tools: Provides AI-powered options for agents to edit responses, with features like search, rephrase, and access to top-related articles and past cases.
- Adaptive Learning: Utilizes a continuous improvement process driven by agent feedback, global best practices, and expert consultations, ensuring AI models evolve with customer needs.
- Dynamic Recommendations: Automatically surfaces the most relevant knowledge articles and past cases, helping agents quickly find solutions and reduce search time.
The impact of the innovation is evident in the results: Agent Helper has led to more than a 40% reduction in case resolution times, up to a 30% reduction in operating expenses, a 60% reduction in agent onboarding time, and a 35% improvement in overall Customer Satisfaction (CSAT).
“Agent Helper’s redesign is not just about integrating GenAI; it’s about creating a more adaptable and intelligent architecture that empowers agents. By enabling real-time interaction with AI-generated insights and maintaining rigorous control over outputs, we’ve built a platform that evolves with each use. This balance ensures that agents can leverage cutting-edge technology without compromising on the nuance and precision required in customer support,” said Aashish Gupta, Senior Product Manager, Agent Helper.
“With the latest enhancements to Agent Helper, we are not just advancing technology; we are redefining operational efficiency in customer support. By combining GenAI’s automation with sophisticated agent control, we provide a solution that significantly reduces case resolution times and operational costs while boosting customer satisfaction. This strategic integration ensures that our clients can deliver exceptional service and maintain a competitive edge in the fast-evolving support landscape,” said Vishal Sharma, CTO, SearchUnify.
Agent Helper is now available to all current and new customers of SearchUnify. For more information, please visit here.
About SearchUnify
SearchUnify is a unified search cognitive platform, by Grazitti Interactive, and is built on a machine learning and insights engine. The platform boasts a suite of AI-powered products, including Cognitive Search, SearchUnify Virtual Assistant (SUVA), Agent Helper, Knowledge Enabler (Knowbler), Community Helper. Leading enterprises globally rely on SearchUnify for revolutionizing information discovery and elevating support outcomes.
