GenAI-Powered Platform Delivers Intelligent Front Door Service Request Routing, Ushering in a New Era of Proactive and Personalized Customer Support
MOUNTAIN VIEW, CA | October 14, 2024 – SearchUnify, an enterprise agentic platform by Grazitti Interactive, today announced the launch of its revolutionary Agentic Self-Service Hub. This cutting-edge solution marks a paradigm shift in customer support by seamlessly integrating the power of generative AI with a sophisticated Intelligent Front Door (IFD) framework.
The Agentic Self-Service Hub acts as a central nervous system, intelligently orchestrating a suite of self-service tools and optimizing every touchpoint within the customer journey. By accurately interpreting customer intent and delivering tailored solutions in real-time, the platform provides a truly personalized and frictionless experience for every user.
“Today’s customers demand more than just answers; they expect proactive guidance and a seamless experience across all touchpoints,” said Vishal Sharma, Chief Technology Officer, SearchUnify. “Our Agentic Self-Service Hub is built to meet these evolving expectations, empowering businesses to deliver exceptional support experiences that drive customer satisfaction and loyalty.”
Key Capabilities of SearchUnify’s Agentic Self-Service Hub:
- GenAI-Powered Intent Detection: Leveraging large language models (LLMs), natural language processing (NLP), and machine learning (ML), the platform instantly decodes the intent behind every customer query—going beyond simple keyword matching to understand the true goal of the user.
- Dynamic Knowledge Graph: A comprehensive and continuously evolving knowledge graph maps relationships between content, customer data, and support processes, enabling the platform to surface highly relevant and personalized information using SearchUnifyFRAG™.
- Intelligent Routing & Workflow Automation: The IFD functions as a smart traffic controller, intelligently directing users to the most appropriate channel:
- Conversational AI Chatbot: Handles basic FAQs and guides users through simple troubleshooting steps.
- Contextual Knowledge Base: Presents users with tailored articles, documentation, and FAQs based on their intent and past interactions.
- Guided Case Creation: Auto-populates case forms with relevant data, minimizing customer effort and providing complete information to support agents.
- Seamless Agent Handoff: When self-service alone is insufficient, the Agentic Self-Service Hub ensures a smooth transition to live agent support (chat or call) while seamlessly transferring relevant context and conversation history.
Benefits of SearchUnify’s Agentic Self-Service Hub:
- Frictionless Customer Experience: Eliminates the frustration of navigating disjointed support channels by providing a single, intuitive interface for all customer needs.
- Hyper-Personalization at Scale: GenAI and dynamic data analysis ensure that every customer receives tailored solutions and content, creating a personalized experience.
- Proactive & Predictive Support: Anticipates customer needs by proactively offering guidance and potential solutions.
- Increased Case Deflection: Empowers customers to find answers quickly and easily, significantly reducing case volume and freeing up support agents to focus on more complex issues.
- Data-Driven Optimization: Provides in-depth insights into customer behavior, search patterns, and content gaps, enabling continuous improvement of self-service processes.
See the Agentic Self-Service Hub in action. Request a demo here.
About SearchUnify
SearchUnify is an enterprise agentic platform by Grazitti Interactive, powered by generative AI, machine learning and an insights engine. The platform offers a suite of GenAI-driven 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.
