The intelligent features aim to improve agent efficiency and fuel faster support resolutions.
Mountain View, CA | December 19, 2023 – SearchUnify, a unified cognitive platform by Grazitti Interactive, announced the launch of Case Summarization, a generative AI feature to automatically capture the essence of customer interactions, and Response Assist, a generative AI feature to help agents answer customer questions faster and better than before. Both features leverage the power of our proprietary SearchUnifyFRAGTM (Federated Retrieval Augmented Generation) framework to bring contextual and unified summaries/resolutions to agents, right within their workflows, from across fragmented case fields.
Customer support agents typically spend 5–15 minutes writing notes when wrapping up each call or text chat, or when they transfer a case to the next level of support. For customer service teams, SearchUnify’s Case Summarization feature ingests case fields such as customer and incident details, case comments, previous customer journey and touchpoints, and the eventual resolution. The feature then generates accurate case summaries in seconds, in a structured format. The case summary format is customizable and configurable to include case reason, customer issue, solutions provided, next steps, etc. The feature also allows agents to edit the auto-generated case summary and attach the same as case comments.
Industry research suggests that 46% of customers are put on hold by a support agent, for an average of 55 seconds. This reduces customer satisfaction and lowers the first call resolution rate. SearchUnify’s Response Assist feature intelligently analyzes the case fields and information sources to deliver an instant first response to the case in question. The agents have the option to edit the suggested response and attach the same to the case, for faster and effective resolutions. Agents can also access reference links to the original documents/case comments if they want to access more details around the generated answer.
“The advancements in Large Language Models (LLMs) have the potential to disrupt the customer support spectrum for the better. This launch marks a significant stride towards empowering enterprise support teams with cutting-edge capabilities that will not only enhance their efficiency but redefine the standard of customer service excellence. With LLM-fueled applications, we’re not just streamlining processes; we’re revolutionizing the way agents engage and assist customers, setting a new benchmark for personalized and efficient support”, said Vishal Sharma, CTO, SearchUnify.
About SearchUnify
SearchUnify is a unified 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), Escalation Predictor, and Community Helper. Leading enterprises globally rely on SearchUnify for revolutionizing information discovery and elevating support outcomes.