SearchUnify's Agent Helper
Shorten Turnaround Time & Augment Agent Productivity
with the Power of Cognitive Technology
Improved First Call Resolution
Better Agent Collaboration
Improved Agent Onboarding
Enhanced Content Findability
Personalized Support Interactions
Agent Helper facilitates real-time sentiment probing for all cases and depicts them using happy, neutral, and sad emojis. Leveraging these learnings, the agents can personalize resolutions based on customer sentiment, and keep customer frustration away.
Customer support agents typically spend 5–15 minutes writing notes when wrapping up each call or text chat, or when they transfer a case to the next level of support. LLM-fueled summarization fuels faster generation and summarization of issues and resolutions from a two-party conversation, especially between a customer and an agent, which can greatly reduce case handling time, increase agents’ job satisfaction, sustain high customer engagement, improve customer experiences, and as a result boost customer loyalty.
Once a ticket is assigned to an agent, the clock for successfully closing it starts ticking. To expedite the process, Agent Helper taps in the case archives to populate similar related cases. This enables your agents to effortlessly identify and send a relevant response for the case at hand and close it in a jiffy.
If an agent comes across a case that requires knowledge or expertise that they don’t possess, Agent Helper provides the list of top agents or SMEs that have resolved similar cases in the past.
SearchUnify’s Auto-resolution Suggestion feature intelligently analyzes the case fields and information sources to deliver an instant first response to the case in question. The agents have the option to edit the suggested response and attach the same to the case, for faster and effective resolutions. Agents can also access reference links to the original documents/case comments if they want to access more details around the generated answer.
Agents often have to rummage through multiple KBs to answer a query. This takes a toll on the resolution time and, by extension, CX. Here again, Agent Helper curates a list of top articles that helped close similar tickets earlier. As a result, your agents can quickly find the required answers and bring down turnaround time (TAT) and mean time to resolve (MTTR).
A Slack integration within the app infrastructure allows the agent to instantly create a channel for the issue. It will include the top SMEs and agents for the given category of issue. This way, the best minds get together to resolve it. As a by-product, the agent who was assigned the ticket also learns and evolves.
“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.”
Support Analyst, TechnologyOne
The Use of Agent Helper Helped
Reduce Onboarding Time from
a Month to Only
“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.”
“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.
- Boosting Knowledge Effectiveness through Analytics (by TSIA).”
“Outstanding use of technology to develop the next gen tools to help centralise and improve the overall knowledge for better service of the customers.”