The support harnessAgentic AI for enterprise support

AI support agents thatdon't bluff.

Answering a customer at the front door, drafting for a rep, routing a ticket, flagging an escalation, or auditing a case: every SearchUnify agent retrieves from your CRM, ticketing, knowledge base, docs, community and telemetry before it acts, shows what it found, and hands off when it can't to a person or to the next agent in the harness. No source, no action.

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Salesforce · ServiceNow · Zendesk · Jira · Slack · Confluence · ELK · Zoomin · Khoros + 40 more connectors and MCP · No knowledge migration · SOC 2 Type II · ISO 27001 · HIPAA

L1 Support AI Agent · help center · session 8f2a live
Customer

SSO login started failing after we rotated our IdP certificate. Getting "SAML assertion invalid".

L1 Support AI AgentIntent detected
type troubleshoot topic SSO / SAML plan Enterprise tone calm
self-serveroute to repescalate known topic · no outage · not billing/legal
L1 Support AI AgentRetrieving
  • Salesforce KB· KB-1182 “Rotating IdP certificates”entitled ✓
  • Docs· auth-guide#saml-troubleshootingpublic
  • Jira· ENG-4471internal — withheld
L1 Support AI Agentanswer

After a rotation, the SP metadata still points at the old cert. Re-upload the new IdP certificate under Setup → SSO → Identity Provider and re-save — the assertion validates on next login.

KB-1182auth-guide#saml
confidence 0.91 / threshold 0.80handoff not required✓ logged
Trusted by support teams at
  • GigaSpaces
  • PowerSchool
  • Prophix
  • Syntellis
  • TechnologyOne
  • Trintech
  • WellSky
  • ABBYY
  • Acquia
  • Cornerstone
  • Gallaudet University
Customer stories · SearchUnify Customer Pulse

Real conversations. Real outcomes.

Support leaders on what actually changed after they switched the harness on, in their own words.

  • Customer Pulse · August 2026
    “Self-service went up, case conversion went down — and our engineers finally had one place to find the answer.”
    Ilavarasu RadjuNilamegameLead Business System Analyst, GlobalFoundries
    GlobalFoundries
  • Customer Pulse · June 2026
    “We maximised deflection and closed the knowledge gaps — customers and engineers get accurate answers instantly.”
    Sahana ParameswarappaLead Support Site Management, Saviynt
    Saviynt
  • Customer Pulse · June 2026
    “Deeper community engagement, more self-service, and members connected to the right knowledge without friction.”
    Roxanne HoareDirector of Customer Community, TechnologyOne
    TechnologyOne
  • Customer Pulse · May 2026
    “Faster resolution, empowered engineers, smoother outcomes across our entire technical support operation.”
    Sudheendra KumarDirector, Technical Support, Revenera
    Revenera
  • Customer Pulse · April 2026
    “Knowledge finally has visibility. Self-service adoption is up and our support outcomes are more consistent.”
    Michelle StumpfHead of Knowledge Management · KCS Certified Trainer, Celonis
    Celonis
Watch all episodes →
Industry recognition
  • AI 100 · 2026Empowering intelligent knowledge management
  • PEAK Matrix® 2026Major Contender — Enterprise Search
  • Leader · 26 consecutive quartersEnterprise Search Grid® since 2020
  • Champion · 5th straight yearEmotional Footprint 2026
  • Gold · 2026AI-Powered Knowledge Management
  • Major Player · 2025Knowledge Discovery Software
View all recognitions →
The gap

Most AI support pilots stall for four reasons.

Not because the models aren't good enough. Because of what got sold: a builder instead of an agent, a bot instead of a crew, an answer instead of a resolution, and a guess instead of a source.

Builders, not agents.

  • The market

    Agentforce, ServiceNow, Microsoft sell you a builder. Months later you have a project, not an agent that does the job.

  • SearchUnify

    Purpose-built agents for well-defined support jobs — L1 answers, rep assist, routing, QA, knowledge. Live on day one.

Bots, not crew.

  • The market

    A standalone chatbot at one step of the journey. No shared context, no hand-off, no idea what happened before or after.

  • SearchUnify

    A support harness: agents that share context and hand work to each other from the front door, beside the rep, and behind the queue, end to end.

Answers, not resolution.

  • The market

    Retrieval and Q&A stop at the answer. Someone still has to open the Jira, route the case, update the status, write the article.

  • SearchUnify

    Agents that act: they resolve the case, create the Jira, swarm in Slack, assign the right rep, and publish the KB through MCP, with approval where you want it.

Bluffs, not sources.

  • The market

    When the model doesn't know, it invents — confidently. Nobody can trace where the answer came from when it's wrong.

  • SearchUnify

    No source, no action. Every answer, draft, route and score is retrieved first, cited, and logged, or the agent hands off.

Four gaps, one harness. No source, no action, running across the whole support journey, live in a week.

How it works

Connect. Deploy. Resolve.

No model training. No agent building. No knowledge migration. Your systems stay where they are; the harness runs on top.

  1. 1

    Connect

    Point it at what you already run — CRM, ticketing, KB, docs, community, telemetry, LMS.

    40+ connectorsMCPpermission-aware
  2. 2

    Deploy the agents

    Purpose-built for defined support jobs. Switch on the ones you need, scoped to the topics you choose. Live on day one.

    L1 SupportAgent PartnerRouting · QA · Knowledge
  3. 3

    They resolve, with a source

    Retrieve first, then act — answer, draft, route, create the Jira, publish the KB. Every action cited, logged, and hand-off ready.

    FRAG groundingacts via MCPno source, no action
  4. 4

    The crew gets smarter

    QA scores every case, Knowledge writes the article, Routing learns the pattern — so the front door has a source next time.

    100% QAKCS articlesloop closed
Read More →

AI Agents harnessed for resolution.

Every vendor runs the same models. SearchUnify is the harness around them: the knowledge, retrieval, orchestration and governance that make agents resolve cases instead of deflecting them.

Every channelOne brain, consistent answers

  • Portal
  • Chat
  • Email
  • Voice
  • In-product
  • Agent desk

Purpose-built AI agentsNot one mega-bot

  • L1 Support
  • L2 Troubleshooting
  • Agent Partner
  • Escalation
  • Knowledge
  • Case Quality

Orchestration and governancePlan, retrieve, act, verify

  • Workflow builder
  • Guardrails
  • Human in the loop
  • Evals
  • Audit trail

RetrievalAgentic RAG, the right index for each question

  • Lexical
  • Dense
  • Graph
  • SQL
  • Community
  • Sufficiency check

Actions and toolsAnswers become outcomes

  • MCP tools
  • Skills
  • Agent-to-agent
  • Ticketing
  • Entitlements
  • Billing

Agent-ready knowledgeWritten for machines, not just people

  • Cleanup and dedupe
  • Knowledge from cases
  • Freshness
  • Versions and entitlements
  • Gap detection

Connected dataPermission-aware, no copy-and-hope

  • Knowledge base
  • Cases
  • Community
  • Product docs
  • CRM
  • Telemetry

Any modelSwappable, and not where the results come from

  • GPT
  • Claude
  • Gemini
  • Open-weight
Measured on resolution, not deflection Zero-touch resolution CSAT on AI-resolved cases Cost per resolution
Customer outcomes

What changes when the harness is on.

Aggregated from published customer case studies. These are not projections, but what support teams measured after switching the agents on.

  • 60%

    increase in case deflection

    More customers self-served at the front door with a cited answer, not a bluff.

  • 45%

    reduction in escalations

    Routing spots the at-risk case and lands it with the right rep before the customer asks for a manager.

  • 35%

    faster resolution

    Reps start with the timeline, the logs and the precedent already in front of them.

  • 40%

    higher CSAT

    Consistent, sourced answers and coaching built from 100% of closed cases, not a 2% sample.

  • 20%

    higher renewals

    Fewer bad support moments in the renewal window. Support becomes a reason to stay.

Figures aggregated across published SearchUnify case studies · read the studies

Governance

Autonomy you can audit.

Every agent action is scoped, logged, and reversible. You decide what it may answer, whom it may answer for, and when it must hand off to a person, and the trace shows you exactly what happened, every time.

  • Permission-aware retrieval: agents inherit your existing entitlements, not a copy of them
  • Source citation on every generated answer, traceable to a document you own
  • Topic-level guardrails and confidence thresholds for handoff
  • Full audit trail: what was retrieved, what was said, and why
  • SOC 2 Type II · ISO 27001:2013 · HIPAA · GDPR
agent-trace · case #48213
// customer asks about SSO failure
retrieve "saml assertion invalid"
  ↳ salesforce/kb 3 docs · entitled ✓
  ↳ docs/auth-guide 1 doc · public
  ↳ jira/ENG-4471 blocked · internal only
confidence 0.91 > threshold 0.80
action answer_customer
  ↳ cited KB-1182, auth-guide#saml
handoff not required
✓ resolved in 11s · logged

Bring your hardest ticket.

Not a canned demo. Bring a real case your current tooling can't resolve, and we'll connect a sandbox to your knowledge and watch the agent retrieve, cite, and answer it live.

Book a Demo Talk to an expert

If it can't find a source, it won't bluff. It will tell you and hand off.