Augment intelligence, boost collaboration, automate mundane tasks, and heighten efficiency with rich insights
SearchUnify’s Agent helper leverages advanced case clustering modules to classify each case in your support database. When the agents get a new case, they can see the relevant similar cases which have been created in the past, the top expert agents, and top articles which were used in the past to resolve those cases along with a customer’s journey before creating a case. This enables your support teams to work more efficiently, seamlessly onboard new agents and resolve cases faster.
Everyone knows chatbots and what they bring to the table. But SearchUnify’s search-assisted bot takes it up several notches by fine-tuning conversations for individual users. The smart bot does not just rely on ‘keywords’ but also past conversations to provide more contextual responses. Not just that, our chatbots are packed with customizable sample stories for different use cases, making them easier to train and quicker to deploy in your support ecosystem. And they provide out-of-the-box support for a ton of languages.
Community managers and their teams have to constantly monitor community discussions and fuel them by engaging and responding to them. Having to manually do that with a limited pool of resources makes the job way less exciting than it should be. With SearchUnify’s Community Helper, you can provide meaningful responses to community discussions 24*7. It uses sentiment adaptive templates and your content repositories to frame auto responses. Community helper can also constantly monitor your community for duplicate threads and respond to all of them at once.
Long resolution times and disgruntled customers form a dangerous combination that can lead to ticket escalations. These escalations don’t have to sound a death knell for customer satisfaction and employee confidence. SearchUnify’s Escalation Predictor analyzes various aspects of a ticket such as customer sentiment, type of query, time of ticket creation, etc., to provide the likelihood of escalation so that your service agents can take pre-emptive corrective actions and minimize the damage. It also facilitates intelligent case triaging by analyzing words (in the ticket) to find historical matches and then tagging the case to the right category.
SearchUnify’s KCS enabler enables your support teams to contribute to the organization’s KB on the fly.
The ML algorithms analyse the case data and auto-populates several fields like title, subject, description, and resolution on a predefined template for a knowledge base article. Afterwards, all the agent has to do is hit publish!
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.