The new AI Editor feature empowers support agents to deliver personalized, empathetic, and enriched responses, thereby enhancing customer satisfaction.
Mountain View, CA | November 8, 2024 – SearchUnify is excited to announce that its cutting-edge agent assist solution, Agent Helper, is now upgraded with AI Editor. This enhancement is designed to take the powerful automation capabilities of Agentic AI and GenAI to the next level by adding a human touch to customer interactions.
A recent study found that 71% of consumers expect personalized company interaction. Moreover, 76% feel disappointed when it doesn’t happen. These statistics highlight the growing demand for tailored customer experiences, where advanced technologies are pivotal in delivering that personal touch. SearchUnify’s AI Editor is built to address this challenge, enhancing automated responses to ensure they align with individual customer contexts and expectations.
The addition of the AI Editor equips agents with a flexible “smart assist” tool that allows them to adjust responses in real-time, enhancing customer interactions without cumbersome tab-switching or additional applications. This is especially valuable in situations where AI-generated responses may need refinement. With the AI Editor, agents gain a single, integrated workspace for automation, editing, searching, and rephrasing responses—all in one streamlined interface.
The AI Editor provides support agents with the following tools to create more relevant and engaging customer interactions:
- Search Tool: Equips agents with real-time access to relevant resources, links, and summarized content, helping them enrich replies with accurate, up-to-date information that enhances the overall quality of the customer interaction.
- Writing Tool: Allows agents to generate, edit, or regenerate responses based on new customer input in various formats, including concise summaries, detailed explanations, bulleted lists, and more. It enables agents to adjust the tone, clarity, and depth of responses, whether summarizing, expanding, or rephrasing content—ensuring each reply aligns with the customer’s context and needs.
“Today’s customers expect more than just fast responses—they want to feel heard and understood,” said Vishal Sharma, CTO, SearchUnify. “Our clients are looking for ways to add that personal touch to every interaction, even as they leverage automation. That’s where the AI Editor comes in—it allows support agents to fine-tune and regenerate responses based on customers’ interactions, striking the right balance between efficiency and empathy.”
“The AI Editor is a powerful enhancement within the SearchUnify Agent Helper that helps support agents quickly refine and enhance AI-generated responses,” said Aashish Gupta, Senior Product Manager, Agent Helper. “By providing tailored insights drawn from customer search history, interactions, and context, agents can refine and elevate their replies on the spot. The result? Every customer interaction becomes a seamless blend of efficiency and personalization, driving satisfaction and fostering lasting relationships”.
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About SearchUnify
SearchUnify is an enterprise agentic 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), and Community Helper. Leading enterprises globally rely on SearchUnify for revolutionizing information discovery and elevating support outcomes.
