Ensure end-to-end support workflow efficiency with Agentic AI
Harness the power of pre-built autonomous agents, GenAI, and actionable ML-powered analytics for reduced resolution time and improved CSAT.
Even the most robust customer service frameworks face inevitable escalations. SearchUnify’s Escalation Predictor agent analyzes factors such as customer journey, user sentiment, and query type to flag cases likely to escalate. This AI-fueled solution forewarns agents, enabling them to proactively address potential issues and resolve them before they escalate. By leveraging AI customer support, teams can mitigate risks and enhance customer trust.
Say goodbye to time-consuming routing issues. With SearchUnify’s advanced insights engine, cases are assigned to the most suitable agents based on factors like agent expertise, past resolutions, customer data, ticket priority, and user intent. The platform’s NLP and NLU capabilities ensure precise case routing, minimizing delays and improving resolution rates.
Scattered enterprise knowledge can slow down support engineers. SearchUnify unifies data across silos—communities, knowledge bases, and portals—to create a connected experience. It uses machine learning to analyze customer behavior and retrieve relevant results, driving improvements in first-contact resolution (FCR) and customer satisfaction (CSAT). This AI customer support solution reduces complexity and boosts agent performance.
Speed is crucial when resolving tickets. SearchUnify Agent Helper empowers agents with instant access to similar past cases and connects them with subject matter experts (SMEs) for complex issues. This enhances collaboration, shortens average handling time (AHT), and enables agents to resolve cases effortlessly. AI customer support ensures swift and accurate resolutions by promoting collaboration and efficient case handling.
Modern customers demand personalized support. SearchUnify provides service reps with complete visibility into user journeys, including what users searched for and attempted prior to ticket creation. This insight allows agents to diagnose issues more effectively, boosting CX and CSAT scores. With SearchUnify’s AI-based customer support capabilities, every interaction is tailored to deliver exceptional service.
Streamline knowledge workflows with SearchUnify Knowbler. This advanced knowledge-centered AI customer support product integrates knowledge creation into agent workflows by automatically generating articles from resolutions. Existing knowledge can also be updated to include additional insights, ensuring comprehensive and reusable knowledge assets, thus leading to elevated customer support and self-service experiences.
SearchUnify Virtual Assistant takes the agent experience up several notches. Built on top of an enterprise agentic platform, it uses unsupervised learning to accurately determine user intent and context. It acts as an inline assistant that connects with all content repositories to offer support agents a unified view of information. Leveraging natural language processing, it can even proactively suggest helpful content for the current case, thus helping speed things up.
Ensure your content strategy aligns with user needs. SearchUnify’s insights engine generates reports on searches with no clicks, no results, and unsuccessful sessions. These AI customer support analytics help you address content gaps, refine your knowledge base, and enhance your agents’ efficiency.
We offer native connectivity with a plethora of platforms that your support teams leverage
Harness SearchUnify's cognitive search for seamless search and support experiences within Salesforce Service Cloud
Create integrated information discovery and support experiences with SearchUnify for Zendesk Support
Leverage SearchUnify within Dynamics 365 for streamlined support and elevated customer experiences
Integrate the power of SearchUnify with your ServiceNow instance for proactive incident resolution and support
SearchUnify stands out with its holistic AI capabilities, integrating advanced NLP, machine learning, and predictive analytics to streamline support workflows. Unlike traditional solutions, it unifies data across silos, provides intelligent case routing, detects content gaps, and empowers agents with real-time insights. Its proactive Escalation Predictor and personalized support tools ensure seamless resolutions, elevating both agent productivity and customer satisfaction.
SearchUnify integrates the capabilities of GenAI and Agentic AI to revolutionize customer support workflows. GenAI enhances knowledge creation by automatically generating contextually rich, reusable knowledge articles, completing missing annotations, and filling content gaps. It also leverages synthetic data for continuous model optimization.
Agentic AI, on the other hand, powers real-time support operations like intelligent case routing, escalation prediction, and proactive agent assistance. Together, they create a symbiotic ecosystem that ensures agents have the right insights at the right time, enabling faster resolutions, reduced AHT, and enhanced customer satisfaction. This blend of AI technologies empowers organizations to deliver truly seamless and personalized support experiences.
Yes, SearchUnify integrates seamlessly with a variety of support tools and platforms, including CRMs, knowledge bases, and ticketing systems. By offering pre-built connectors and APIs, this AI customer support platform ensures effortless integration, enabling a unified and streamlined support experience tailored to your organization’s needs.
Yes, SearchUnify’s AI customer support solutions including Agent Helper and SUVA automate routine tasks, including information retrieval, customer journey insights, case summarization, and initial response generation, thus improving first-contact resolution and minimizing backlogs.
Know the latest trends and best practices in customer support
View all ResourcesDon’t just believe everything we say. Not yet. Experience the power of unified cognitive technology and see how it helps you delight your customers, stakeholders, and employees. Take a live demo. It’s free!
