SearchUnify Virtual Assistant (SUVA)

Turn Interactions from Reactive to Proactive

Transform support with AI-driven conversations that boost efficiency, strengthen trust, and elevate customer experiences.

Multi-turn Conversations

Delivers contextual, intent-driven responses throughout conversation using SearchUnifyFRAGTM, NLP, and generative AI—24/7, with minimal effort.

Access Control Settings

Provides role-based access control to provide user-level personalization that improves business outcomes.

Temperature Control

Adjusts response creativity with temperature control to align tone with use case, audience, and enterprise maturity.

Reference Citations

Provides responses that are backed by linked references, ensuring credibility, traceability, and enterprise-level transparency.

Multilingual Interactions

Delivers seamless multilingual support with SUVA’s native language detection and natural language understanding.

Multimodal Intelligence

Enables richer interactions by letting users upload images and access multimedia assets, all within the chat interface.

Agent Handoff

Allows live agent transitions with OOTB connectors and transfers the conversation history for consistent, uninterrupted support.

Case Management

Auto-generates support cases for unresolved queries and lets users track, update, and close them, all without leaving the conversation.

Elevating SUVA’s Contextual Understanding with
SearchUnifyFRAG^TM

Unlike using LLMs trained on generic datasets that risk hallucinations, SUVA uses a Federated RAG approach to LLMs to ground responses in enterprise knowledge, ensuring accurate, contextual, and trustworthy answers.

Analytics Dashboard

Track what matters from engagement to efficiency and turn real-time support metrics into smarter decisions and stronger outcomes.

Engagement Metrics

Understand how users interact with SUVA to optimize session outcomes and self-service adoption.

Total Sessions
Engaged Sessions (Deflected | Abandoned | Handover)
Bounced Sessions

Operational Metrics

Monitor efficiency with real-time insights into response speed and agent workload distribution.

Average Handle Time (AHT)
Average Response Time (ART)

Customer Experience Metrics

Measure customer satisfaction trends to ensure support quality aligns with user expectations.

CSAT
Average CSAT

Feedback Metrics

Capture user sentiment from every session to continuously refine SUVA’s performance and tone.

Session Feedback
Response Feedback

Benefits of SUVA

01

Faster Resolutions

Engages in natural, intent-aware multi-turn conversations that remember context and streamlines the path to a solution.

02

Seamless Integration

Easily integrates with OpenAI, Claude to power intelligent, scalable support with plug-and-play interface.

03

Enhanced Credibility

Backs every response with linked references to ensure transparency and accuracy, instilling confidence in your customers.

04

High Support ROI

Maximizes your return on support investments by combining automation, efficiency, and exceptional customer experience at scale.

05

Improved CSAT

Enhances customer satisfaction by delivering faster, more accurate, and context-aware responses across every support channel.

06

Low Agent Burnout

Minimizes burnout by offloading repetitive tasks and enabling agents to focus on complex, meaningful interactions.

Use cases of SUVA

Customer Self-service

Reduce L1 caseload, faster and contextual self-service

35% Reduction in Average Handling Time (AHT)
43% Increase in First Contact Resolution (FCR) Rate
85% Reduction in Customer Support Operational Cost YoY

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Employee IT Support

Simplified IT workflow support, reduced employee effort

41% Decrease in Mean Time to Resolution (MTTR)
55% Reduction in IT Ticket Volume
15% Increase in Employee Satisfaction

Employee HR Support

Streamlined employee onboarding, growth and training processes

78% Reduction in HR Inquiry Response Time
23% Increase in HR Task Automation
97% Increase in HR Data Accuracy and Compliance

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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

View Case Study

Accela, a leading govtech provider, sought to elevate the precision and depth of its conversational support, ensuring customers received highly accurate, relevant, and insightful assistance. By implementing SearchUnify Virtual Assistant (SUVA), they revolutionized their virtual agent capabilities, meticulously fine-tuning prompts, significantly improving response accuracy, and unlocking actionable performance metrics to drive continuous enhancement.

Key Outcomes:

Lesser cost per interaction and improved user satisfaction, winning a Gold Stevie Award for Best Use of Technology.

99.7%

Support Cost Savings

83.3%

Response Accuracy

Gold Stevie Award

View Case Study

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

View Case Study

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