Arm your support agents with a virtual agent to heighten efficiency & resolve customer queries faster, providing superior service interactions
The advanced case clustering module classifies each case in your support database intelligently. Then, Agent Helper makes the job a lot easier by revealing information like top articles and related cases to the one in hand. This way, it helps agents provide a relevant response that improves FCR.
By tapping into machine learning and AI, the Agent Helper app analyzes and learns from the existing case patterns and suggests a case-resolving response that can be quickly sent to the customer. This is particularly useful for new team members who otherwise would have a hard time finding an appropriate first response.
Sometimes, an agent comes across a case that requires knowledge that they don’t possess. In such situations, Agent Helper provides the list of top agents that have resolved similar cases in the past. This helps agents quickly identify and reach out to the subject matter experts (SMEs) for help.
The clock is always ticking for your agents. Agent Helper pitches in to help speed things up by curating a list of top KB articles that helped resolve similar cases earlier. As a result, your agents can quickly connect the dots which brings down the total resolution time.
Providing a solution that customers have already tried can annoy them to their very limits. Agent Helper can prevent that from happening. It provides the complete log of the user session—including searches and clicks—prior to case creation. The agent can better understand the context of the issue & deliver a more helpful response.
SearchUnify provided responsive project management, high technical acumen and timely communication throughout our deployment.
After implementing SearchUnify, the quality of support improved significantly as our support heroes could access relevant information.
For us, technology is just one piece of the puzzle while the vendor and its attitude makes up for the rest.
The level of metrics detail that SearchUnify provides for me in the administrator dashboard is impressive and useful.