Augment Customer Self-Service Strategy with AI

Help Customers Go from Problems to Solutions Faster with AI-Powered Discovery & Insights

Achieve self-service success and enhance customer experience with heightened personalization.

SearchUnify is specifically designed to boost the customer digital experiences both for self-service support and to enable agents to find answers faster.”

Research Report - The Forrester Wave™: Cognitive Search Q3 2021

Personalize Recommendations for Better User Experience

Create dynamic, personalized profiles for each customer based on their role, search behavior, purchase history, and product maturity at scale. Provide a connected, intuitive experience that optimizes their self-service journey.

Eliminate Information Silos With Unified Search

Customers often hop between channels and portals in search of information. Integrate different content repositories–online community platform, product documentation website, social media pages, etc.–so that they can get quick answers in one place.

Tune Search Results and Engage Visitors

Offer an optimized experience on your self-help channel by tuning search results based on keywords, content sources, popularity, article age, etc. Pin recent bugfixes and trending articles at the homepage, or boost content based on user views–either way, control what users see for maximum engagement.

Heighten Relevance With NLP-Fueled Intent Extraction

Leverage features such as intelligent auto-correction, spell check, did-you-mean, auto-complete, and synonym detection to bring users closer to relevant results. Infuse the power of NLP and transcend the limitations of keyword-based search to serve more contextual search results.

Organize Content & Refine Navigation With Intelligent Facets

Ensure your users see the most pertinent results to their query at the top. Facet interpreter pre-selects the most relevant facet based on the user query. Then, sticky facets ensure the users don’t have to re-select those facets for every new search. The added advantage of facets is that users don’t have to read and scroll through search results that do not apply to their technology environment.

Step Up the Self-Service Game With AI‑Based Chatbots

Leverage chatbots based on adaptive unsupervised learning that auto-detect user intent and take user account & behavior into consideration to offer relevant responses. Language libraries and packaged AI/ML allow rapid implementation. Warm transfers to support agents make sure the overall interaction is fluid and seamless.

Auto-Respond on Community With Sentiment Adaptive Bot

Be at the top of your game with Community Helper, an ‘always on’ bot that monitors new community discussions and auto-responds so that no question goes unanswered. It’s easily configurable. Additionally, it can scan all queries, merge duplicate threads, and redirect the complex questions to SMEs.

Measure and Improve Case Deflection With Rich Insights

Leverage user interactions such as website visits, community discussions, articles viewed, and keywords searched to proactively predict issues and deflect cases. Detailed reports around the ‘Most Helpful Articles’, ‘Articles with Unsuccessful Deflections’, ‘Unsuccessful Searches’ help identify the improvement areas to maintain a dynamic, up-to-date self-service channel.

See How SearchUnify Integrates with Leading Self-Service Platforms

Achieve self-service success and enhance CX with SearchUnify’s native connectivity for multiple platforms

SearchUnify for Salesforce

Elevate the user self-service experience and curtail caseloads with SearchUnify for Salesforce Community Cloud

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SearchUnify for Khoros Communities

Drive self-service success on your Khoros community with SearchUnify’s cognitive search and insights

SearchUnify for Higher Logic

Proactively improve content discovery and self-service experience on your Higher Logic community with SearchUnify

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SearchUnify for AEM Communities

Build a stronger case for self-service support on your AEM Community platform with cognitive search and insights

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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 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