SearchUnify

SearchUnify | Enterprise Agentic Platform for Customer Support

SearchUnify is an enterprise-grade platform designed to transform customer support and knowledge management through AI-powered, agent-centric capabilities. It unifies data across silos, enables proactive decision making with real-time analytics, and provides a suite of cognitive search and self-service tools to improve CSAT, reduce handling time, and optimize knowledge workflows. The platform emphasizes scalable integrations with leading enterprise systems and a focus on knowledge-centered support (KCS) and proactive support.

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How it helps you

• Unifies disparate data sources to make relevant information findable for customers and employees (Cognitive Search).
• Proactively analyzes cases and user behavior to guide support and routing decisions (Real-time Analytics & Escalation Insight).
• Delivers personalized, proactive customer service experiences with AI-powered apps built on a scalable cognitive search backbone.
• Measures and demonstrates ROI and impact across the support ecosystem (ROI & Metrics).
• Supports knowledge management, community management, and HR/marketing use cases via a single agentic platform.

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Core Components & Offerings

• Agentic Self-Service Hub: Self-service applications that reduce ticket volume and accelerate resolutions.
• SUVA (SearchUnify Virtual Assistant): AI-powered chatbots leveraging enterprise-wide knowledge to resolve queries faster.
• Knowbler (Knowledge Enabler): Enhanced knowledge creation and discovery aligned with KCS v6 for better documentation and faster turnarounds.
• Agent Helper: Aids agents with a unified view of resolving information, journey insights, and top experts.
• Community Helper: An always-on bot for community management that monitors discussions and responds with sentiment-aware interactions.
• Escalation Predictor: Proactive ticket analysis to anticipate escalations and improve first-contact resolution.
• Cognitive Search: Core AI subset (ML, GenAI, NLP) to decipher queries and user intent and surface relevant information.
• Platform Connectors & Integrations: 50+ out-of-the-box connectors for Salesforce, Dynamics 365, Khoros, Zendesk, ServiceNow, Slack, MadCap, and more.
• Knowledge Management & KCS Alignment: Tools and processes to maximize knowledge value and support outcomes.

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Use Cases

• Drive self-service success by improving information findability across digital properties.
• Decrease Average Handle Time by equipping agents with quick access to resolving information.
• Reduce escalations and improve first contact resolution through predictive insights and routing.
• Optimize knowledge management and support documentation with KCS-aligned workflows.
• Demonstrate ROI and cost savings from AI-driven support technologies.

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How It Works

• Connect and normalize data from multiple enterprise sources via 50+ connectors.
• Leverage cognitive search and GenAI/NLP to understand user intent and surface relevant content.
• Deploy AI-powered assistants (SUVA) and knowledge enablers (Knowbler) to support customers and agents.
• Use escalation predictors and agent helpers to improve efficiency and outcomes.

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Safety, Security & Compliance

• Enterprise-grade security and access controls across integrations and data sources.
• Designed for large-scale deployments with governance around knowledge accuracy and AI-assisted outputs.

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Evidence of Value

• ROI-focused: quantify and maximize ROI across the support ecosystem.
• Case studies and success stories from customers leveraging AI-driven knowledge and self-service.

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How to Get Started

• Request a demo or start a free trial to explore Cognitive Search, SUVA, Knowbler, and Agent Helper capabilities.
• Connect your source systems and begin building knowledge bases, self-service flows, and agent-assisted processes.

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Feature List

• Enterprise Agentic Platform for unified customer support and knowledge management
• 50+ connectors to major enterprise systems (Salesforce, Dynamics 365, Khoros, Zendesk, ServiceNow, Slack, MadCap, etc.)
• Cognitive Search powered by ML, GenAI, and NLP for intent understanding and relevant results
• SUVA (SearchUnify Virtual Assistant) for proactive, AI-driven support
• Knowbler (Knowledge Enabler) aligned with KCS v6 for improved knowledge creation and documentation
• Agent Helper to provide agents with resolving information, journey insights, and experts
• Community Helper to manage and respond in community forums with sentiment-aware automation
• Escalation Predictor to identify and mitigate likely escalations
• Self-Service Hub to drive efficient, scalable customer self-service
• ROI analytics to measure impact and value across the support stack