Enabling Intelligent Case Prioritization

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.

Facilitating Automatic and Efficient Case Assignment

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.

Ensuring Faster Resolutions

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.

Personalizing Support Interactions with User Journey Insights

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.

Propelling Knowledge Creation and Reuse

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.

Accelerating Support Delivery with Agent-Assist Chatbots

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.

Delivering Actionable Insights into Content Gaps

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.

See How Searchunify Integrates With the Leading Support Platforms

We offer native connectivity with a plethora of platforms that your support teams leverage

SearchUnify for Salesforce

Harness SearchUnify's cognitive search for seamless search and support experiences within Salesforce Service Cloud

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SearchUnify for Zendesk

Create integrated information discovery and support experiences with SearchUnify for Zendesk Support

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SearchUnify for Dynamics

Leverage SearchUnify within Dynamics 365 for streamlined support and elevated customer experiences

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SearchUnify for ServiceNow

Integrate the power of SearchUnify with your ServiceNow instance for proactive incident resolution and support

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Frequently Asked Questions

How is SearchUnify’s AI-powered customer support platform unique?

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.

How does SearchUnify use the combined power of GenAI and Agentic AI for seamless support?

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.

Can SearchUnify integrate with our existing tools?

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.

Can SearchUnify help reduce support case backlogs?

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.