Cognitive Search for Enterprise Self-Service

AI-Powered Enterprise Search Built for Relevance

Delivers secure, intuitive access to knowledge with SearchUnify Cognitive Search. It deploys securely within your environment, integrates seamlessly with your tech stack—federates and organizes siloed knowledge to provide precise, personalized results every time.

Generative Answering

Leverages GenAI to generate accurate, context-aware responses grounded in federated enterprise knowledge sources.

SCORE Framework

Combines semantic understanding, intelligent reranking, and contextual relevance to deliver highly accurate enterprise search experiences.

Federated Search

Unifies enterprise knowledge across systems to deliver contextually relevant answers through a single search experience.

Personalization & Permissions

Harnesses ML to analyze user behavior, search history, and role-based access to deliver personalized and secure results.

Auto Suggestions

Surfaces relevant results faster with predictive suggestions as users type, reducing search effort and improving query efficiency.

Content Recommendations

Delivers personalized content recommendations based on user behavior, preferences, and context.

Analytical Insights

Identifies search trends, content gaps, and zero-result queries to improve knowledge effectiveness and self-service performance.

Rich Snippets

Displays contextual snippets and direct answers within search results to accelerate knowledge discovery and resolution time.

SearchUnify MCP Server

Enables AI tools to securely access federated enterprise knowledge and search analytics through SearchUnify MCP Server.

Flexible Hybrid Search

Balances keyword search and semantic search dynamically to improve both precision and recall across enterprise search experiences.

The Business Impact of SearchUnify Cognitive Search

Boosts Self-Service

Resolves L1 queries, deflects support cases, and reduces the burden on support agents, freeing them to focus on complex issues.

Enhances Customer Experience

Unifies enterprise knowledge to deliver consistent, personalized answers, driving smoother support journeys and exceptional CX.

Improves Agent Productivity

Reduces time spent searching across disconnected systems, enabling support teams to resolve issues faster.

Reduces Support Costs

Slashes support costs by minimizing escalations, enabling smarter deflection, and accelerating resolutions without compromising service quality.

Enables Faster, Smarter Decision-Making

Accelerates decision-making with quick access to accurate, data-driven insights that empower teams to act in real time.

Cognitive Search Use Cases for Enterprises

Community

Powers your community with cognitive search, enabling users to quickly find answers, exchange knowledge, and drive engagement.

Customer Support

Leverages cognitive search across documentation, customer support portals, and help centers to deliver relevant answers, boost self-service, and enhance CX.

Website

Improves enterprise website search experiences with AI-powered answer discovery and contextual recommendations.

Intranet

Provides employees with unified, role-based access to enterprise knowledge across intranet systems and workplace applications.

Real World Customer Success Stories

Accelerated ROI

Proven performance

Trusted by industry pioneers.

View Case Study

Automation Anywhere, a global leader in Robotic Process Automation, sought to enhance support efficiency and improve customer experience by strengthening knowledge capture, VoC integration, and data usability. By deploying SearchUnify Knowbler, they intelligently transformed their content creation, leveraging pre-built templates, AI-generated titles, and customizable prompts to meet real-time support needs more effectively.

Key Outcomes:

Accelerated knowledge delivery, reduced content creation effort, and enhanced support team productivity.

57%

Boost in knowledge creation

37%

More contributing agents

46%

Cut in publishing time

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Accela, a leading provider of cloud-based civic solutions, faced increasing support case volumes and agent burnout. By deploying SearchUnify Agent Helper, the team unified case context, automated response creation, and gained real-time insights into customer sentiment, and achieved faster resolutions and empowered support workforce.

Key Outcomes:

Since the deployment of Agent Helper, Accela has experienced substantial improvements across multiple KPIs.

77.5%

Increase in Total Closed Case Volume

92.7%

Decrease in First Response Time

16%

Increase in Agent Productivity

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Cornerstone OnDemand, a global leader in talent management software, sought to elevate its support experiences and enhance agent productivity. They aimed to achieve this by centralizing fragmented content and gaining deeper insights into customer needs. By implementing SearchUnify's Cognitive Search and Knowbler, Cornerstone OnDemand transformed their knowledge ecosystem, unifying search across all sources, unlocking profound content insights, and streamlining case management through intelligent, AI-driven workflows.

Key Outcomes:

A surge in self-service resolution and boost in CSAT, with improved agent efficiency & faster case closures, and same-day resolutions.

98%

Self-Service Resolution Rate

Higher CSAT

Higher Same Day Resolution

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EBSCO, a prominent provider of online research content to institutions in the eLearning space and beyond, aimed to enhance content discoverability and user engagement. By adopting SearchUnify Cognitive Platform, EBSCO streamlined search experiences with enhanced search functionalities and content weighing, making their research content more accessible. Furthermore, in-depth insights helped in refining content, leading to an increased user engagement.

Key Outcomes:

An increase in Academy content views, stronger learner engagement, and a streamlined user experience across the platform.

125.8%

Growth in Academy Views

↑

Improved Content Visibility