Autonomous Agent Assist for GenAlpha Era
Leverage pre-built SearchUnify Autonomous Agents and GenAI technology to maximize support agent efficiency and improve customer experience
Leverage pre-built SearchUnify Autonomous Agents and GenAI technology to maximize support agent efficiency and improve customer experience
95
%Increase in Agent Productivity
87
%Reduction in Agent Onboarding Time
45
%+Faster Ticket Resolution
30
%+Reduction in Support Costs
99
%+Accuracy with no Hallucination
“As a new member, SearchUnify helped me clear doubts whenever my team was unavailable or I preferred to resolve them independently. Also, it is quick to bring out similar cases and relevant knowledge.”
James
Support Analyst, TechnologyOne
SearchUnify’s Agent Helper, where support agents have the ability to identify top support agents, top knowledge articles, and top cases related to the one currently being worked on. In addition to gaining visibility into article popularity, this feature also makes for more effective collaborative support, also known as swarming.
Distinguished Researcher, Vice President of Technology Ecosystems, TSIA
“SearchUnify’s ability to adopt AI and ML to enhance its efficiency and capabilities has had a significant impact on the value It can provide to support and customer teams.”
Aug 21, 2023
SearchUnify's Agent Helper won Bronze Stevie® Award in the Best Technical Support Solution – Computer Technologies category in the 20th Annual International Business Awards®.
March 6, 2023
Empowers agents with enhanced control over regenerating and editing GenAI responses, ensuring they align with user query and intent
Offers a comprehensive history of the user's interactions leading to case creation, ensuring a complete understanding of the case on the go.
Provides the option to use low-cost LLM or proprietary, in-house LLM with Bring Your Own LLM (BYOL) approach while delivering effective results
Leverages the advanced SearchUnifyFRAG™ search to retrieve and deliver the most relevant and accurate answers, thereby eliminating hallucination
Uses a three-tier process combining global best practices, agent feedback, and SME insights for improved GenAI performance and response generation
Detailed insights into LLM usage and key metrics like adoption rates, average time to resolution, and case elevation rates.
Agent Helper is a proactive, autonomous enterprise product designed to provide 360° assistance to support agents in streamlining their customer support workflows. With a comprehensive suite of intelligent features such as Sentiment Analysis, Case Routing, Case Prioritization, Case Timeline, Case Summarization, Response Assist, Intelligent Swarming, Agent Skill Matrix, and more, it automates routine tasks and empowers support agents to deliver faster, personalized, and proactive support experiences. As a result, organizations achieve exceptional business impact, including augmented agent efficiency, reduced agent onboarding time, increased customer satisfaction, and reduced support costs.
Powered by GenAI and advanced ML algorithms, Agent Helper offers several benefits to your support team:
Agent Productivity: The automation of routine tasks allows agents to focus on more complex issues.
Improved Content Findability: The integration of intelligent search ensures agents have access to consistent and relevant information to customer queries.
Faster Resolutions: The auto-generation of accurate case summaries and first response improves case handling time.
Better Collaboration: Intelligent Swarming enables seamless collaboration among support agents for real-time problem-solving and expert consultation.
Increased Customer Satisfaction: By reducing time to resolution and providing personalized, contextually relevant support, Agent Helper enhances overall customer satisfaction and experience.
Sentiment Analysis: Calculates a comprehensive sentiment score for incoming tickets by assessing customer context and emotions.
Escalation Prediction: Detects potential issues that may escalate based on historical data and case analysis.
Case Prioritization and Routing: Directs cases to the most suitable agent from the outset based on their expertise and availability.
Holistic Case Timeline View: Provides a complete chronological view of all customer interactions, including past searches, links, and communications.
Case Summarization: Automatically creates concise and detailed summaries of customer interactions, offering an overview of the case’s current status for quick reference.
Response Assist: Generates accurate initial responses by analyzing case fields and relevant information sources.
Top Articles and Related Cases Identification: Compiles a list of pertinent articles and past cases with thematic and technical similarities related to the current issue.
Intelligent Swarming: Facilitates the creation of collaborative channels for consulting Subject Matter Experts to resolve complex cases.
Agent Assist Bot: Supports natural language queries to retrieve relevant information and enables direct integration of response links.
Yes, Agent Helper seamlessly integrates with your existing CRM systems, ensuring smooth transitions and minimal disruption to your current workflows.
Yes, the responses generated by Agent Helper are recorded in the overall case comments, as agents manually paste them into the comments section.
We empower support managers by recommending the best possible agent for each case, ensuring a perfect match for effective resolution. Agent Helper offers flexibility to assign custom fields, tailoring the process to meet unique operational needs, considering fields like skills, sentiment score, CSAT score, and bandwidth.
The case timeline displays an unlimited number of events, ensuring all comments are visible. To streamline information and reduce overload, comments exceeding 12 are grouped into batches of five, providing agents with concise highlights of the discussions. Additionally, the timeline features multiple nodes, ranging from the customer's browsing history to transitions such as case closures and reopenings, complete with summaries of the reasons for reopening. It also tracks changes in agents, offering a clear view of both front-end and back-end actions throughout the case journey.
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