Mountain View, CA | September 25, 2023 – SearchUnify, a leading unified cognitive platform, is thrilled to announce that its cutting-edge knowledge management product, Knowbler, is now upgraded with a robust “new vs known case analysis” reporting module. The latest update will enable businesses to streamline their case management with intelligent ML-powered insights, thus enabling elevated self-service and customer support outcomes.
Support teams face a constant stream of customer cases, making it challenging to manage, prioritize, and address critical issues efficiently. This is where the advanced “new vs known case analysis” reporting emerges as a game changer. Integrated within Knowbler, the world’s first LLM-powered knowledge-centered customer service product, it automatically categorizes the case into “new” and “known.” This unprecedented case classification allows support enterprises to:
- Identify trends and patterns in customer cases
- Prioritize the critical “new” cases, ensuring that the knowledge is created promptly
- Discover the areas where additional training or resources are required for support agents to enhance their speed and expertise
- Identify knowledge gaps and determine which knowledge articles that are underutilized
- Understand the areas that contribute most to the volume of logged cases
“The success of an enterprise heavily relies on the way it creates, uses, and shares knowledge. This is where Knowbler kicks in! It equips knowledge and support managers with rich insights into new vs known case ratio, enabling them to allocate resources effectively and focus on resolving new cases promptly.” says Vishal Sharma, CTO, SearchUnify. “As a result, enterprises are able to expedite case resolution and unlock an elevated tier of customer support and self-service experiences.”
“Knowbler harnesses advanced AI and ML algorithms to efficiently analyze both known and new customer cases. These actionable insights empower knowledge managers to evaluate the efficiency of their support team and determine if they need additional resources to accelerate knowledge creation” states Tanya Dhar, Product Manager, Knowbler. “This transformative approach enhances support team productivity and motivates them to deliver relevant, personalized, and blazing-fast responses to customer queries.”
To learn more about Knowbler, click here.
SearchUnify is a unified cognitive platform, by Grazitti Interactive, and is built on a machine learning and insights engine. The platform boasts a suite of AI-powered products, including Cognitive Search, SUVA (the World’s First Federated, Information Retrieval Augmented Chatbot for Fine-tuned, Contextual, and Intent-driven Conversational Experiences at Scale), Agent Helper, Knowbler (the World’s First Knowledge-centered Customer Service Software), Escalation Predictor, and Community Helper. Leading enterprises globally rely on SearchUnify for revolutionizing information discovery and elevating support outcomes.
Senior Social Media Manager, SearchUnify