GUIDEBOOK
Your Support Agents’
GenAI-powered Co-Pilot
This document provides a comprehensive overview of the various use cases
for Agent Helper, detailing how it can enhance customer support operations.
It is designed to help customers understand the practical applications of the
product and maximize its benefits for their teams.
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GUIDEBOOK
Table of Contents
1. About the Product
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2. Use Cases
4
3. Benefits w.r.t Feature
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3.1 Case Timeline
3.2 Case Summary
3.3 Response Assist
3.4 Top Related Article
3.5 Top Related Cases
4. Our USPs
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4.1 Holistic Customer Journey (Case Timeline)
4.2 Bring Your Own LLM (BYOL)
4.3 Brief Summary
4.4 LLM Cost Optimizer
4.5 Automated Response Formation With Smart Search
4.6 Response Editing Tools
4.7 Continuous Learning and Adaptive Learning
4.8 Smart Analytics
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GUIDEBOOK
1. About the Product
Agent Helper is an advanced AI-driven solution designed to optimize customer support
operations through sophisticated Generative AI (Gen AI) and Large Language Models (LLM).
This solution enhances operational efficiency by automating routine agent tasks,
balancing support workloads, and expediting case resolution processes. By providing
actionable insights and streamlining workflows, Agent Helper enables support teams to
deliver rapid, personalized service, thereby driving Customer Satisfaction (CSAT) and boosting
overall productivity. The platform facilitates swift, informed decision-making and supports
seamless integration into existing support structures, elevating the effectiveness and
efficiency of customer support operations.
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GUIDEBOOK
2. Use Cases
Managing Escalations Efficiently
The Escalation Score feature helps agents forecast the likelihood of a case escalating. By
prioritizing cases based on this score, agents can take proactive actions to manage and
resolve issues before they escalate.
Understanding Case Sentiment
Top-Level Sentiment Analysis enables agents to quickly assess the overall sentiment of a case.
This insight helps in determining the severity and urgency of responses, ensuring timely and
appropriate actions.
Accessing Comprehensive Case History
User Journey or History Before Creating the Ticket provides agents with a detailed view of the
case history and user interactions. This context helps agents understand the situation quickly
and make informed decisions.
Evaluating Interaction Impact
Key Interactions at Every Point in the Case with Sentiment Impact helps agents analyze how
sentiment changes throughout the case. Understanding what triggered both negative and
positive sentiment, and how agent responses affected these changes, aids in prioritizing,
escalating, or taking recommended actions to ensure a positive customer experience.
Creating Effective Responses
Framing Perfect Replies with Response Assist and Knowledge Base Integration streamlines
response creation by integrating relevant content from the knowledge base. This allows
agents to resolve cases efficiently, maintain consistent communication, prevent repetitive
information, and uphold organizational standards with the Agent Tonality feature.
Providing a Comprehensive Case Summary
Case Summary offers an overview of the current context, problem statement, actions taken,
and pending actions. This summary helps agents understand the situation and the next steps
required, ensuring informed decision-making and efficient case management.
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Referring to Relevant Case Resolutions
Forward to Top Agents Who Solved Similar Cases provides agents access to solutions from
experienced colleagues who have handled similar issues. This speeds up response times and
enhances accuracy.
Finding and Consulting Top Experts
Find Out Top Experts Who Have Solved Similar Cases enables agents to identify and consult
experts who have successfully resolved similar issues in the past. Agents can seek help,
forward cases, or chat with these experts to expedite case resolution and leverage their
experience for faster solutions.
Accessing Relevant Articles Quickly
Case Look at Top Related Articles and More enables agents to quickly locate and utilize
related articles and resolved cases, facilitating faster and more informed responses to
recurring issues and enhancing overall efficiency.
Decrease in Onboarding/Training Time
Using case summaries to train new agents, providing them examples and situations of
effective case handling based on real customer interactions helps in decreasing the
onboarding and training time.
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3. Benefits w.r.t Feature
3.1 Case Timeline
Quick Context and Action
Provides a clear overview of user search history along with case history and summarizes key
interactions, enabling agents to understand the situation swiftly and respond effectively.
Time Efficiency & Increased Productivity
By minimizing the time spent understanding the interactions, agents can have a crisp
overview of each interaction. This will help agents prioritize cases and actions enhancing
productivity.
Informed Decision-Making & Increased CSAT
With insights into sentiment trends on the whole as well as at every interaction, agents can
prioritize cases more strategically, focusing on those that require immediate attention or are
forecasted to be escalated, ultimately improving customer satisfaction and resolution
outcomes.
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3.2 Case Summary
Streamlined Case Review
Provides a comprehensive yet succinct overview of a case, enabling agents to quickly
understand and address customer issues at any point in the case.
Improved Efficiency: & Enhanced productivity
Offers a clear overview of each support case, including the problem statement, current
context, actions taken, and what all tasks are pending. This enables agents to quickly grasp
the situation, reduces response time, and enhances customer satisfaction by ensuring
effective case resolution.
Enhanced Contextual Summary
Provides you with current context of the case problem along with the pending items on the
case for a better understanding of the situation.
Decrease in Training/Onboarding Time
Managers can use case summaries to train new agents, providing them examples and
situations of effective case handling based on real customer interactions.
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3.3 Response Assist
Faster Case Resolution
By generating responses powered from relevant knowledge base, agents can respond to
customer inquiries more quickly and efficiently.
Reduced Redundancy
Tailored responses prevent repetitive information, enhancing the quality of support provided
to customers.
Ensuring Consistent Content Flow
Every response will have a set template based on the case journey situation paired with a set
tone of the template.
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3.4 Top Related Article
Accelerated Case Resolution
Provides agents with immediate access to the most relevant knowledge base articles,
enabling quicker and more informed responses to customer inquiries.
Enhanced Knowledge Utilization
Encourages agents to leverage existing solutions, reducing the need for repetitive
problem-solving and improving overall efficiency.
Consistent Support Quality
Ensures that agents have access to the best practices and solutions, leading to more
consistent and accurate responses to customers.
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3.5 Top Related Cases
Faster Issue Resolution
Enables agents to quickly reference similar cases that have been resolved, facilitating quicker
and more informed responses to recurring customer issues.
Enhanced Understanding of Customer Issues
Helps agents and managers identify patterns in customer problems, leading to more effective
solutions and proactive support strategies.
Knowledge Retention
Captures and leverages historical case data, ensuring that valuable insights from past cases
are readily available for future reference.
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4. Our USPs
4.1 Holistic Customer Journey (Case Timeline)
Our platform provides a comprehensive history of the user’s interactions leading to case
creation, including self-serve query searches and links. This is followed by detailed, bulleted
points for each user-agent conversation, with sentiment analysis around every agent action
with respect to time. This ensures a complete understanding of the case on the go, without
missing any information.
4.2 Bring Your Own LLM (BYOL)
At our company, privacy and security are our utmost priorities. We have built a master
wrapper to work with almost all LLMs, allowing you to use our product in your own
environment. You can share the credentials of your LLMs and integrate them seamlessly,
ensuring your data remains secure while leveraging our advanced capabilities.
4.3 Brief Summary
Lengthy summaries are not always the best idea. Our customer survey revealed that agents
and managers need to understand five key points to take action: What is the problem?
What’s the current context? What are the user action points? What are the agent action
points? What are the pending steps? You can see these options under the brief tab without
having to check a lengthy summary. However, we respect everyone’s preferences, so we also
offer a detailed summary feature for a more in-depth view.
4.4 LLM Cost Optimizer
Every good thing has a cost, but what if you could get the best quality at a minimum price?
We have built our product in a way that gives your company full control over usage. Agents
can decide when, where, and for which feature to use it with just a click. Additionally, we have
designed the system so that 90% of the time, a low-cost LLM (GPT-3.5) will deliver the best
results for your needs.
4.5 Automated Response Formation With Smart Search
Customers may not always provide exact requirements or know what to share, but your AI
engine should be smart enough to understand and frame the right query to search the
database and deliver the best results. We have developed a six-layer process to generate
better, human-like responses by considering the customer history, actual intent, action
points, case category, current context, and situation.
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4.6 Response Editing Tools
AI-powered handy tools to edit AI-generated responses—how does that sound? Technology
can never be perfect all the time, so we provide agents with convenient options to edit
responses using AI-powered handy search and rephrase tools to modify any part of the
response. AI-powered handy search, rephrase, top related articles, experts, and related past
cases widgets can help your customer support team stand out.
4.7 Continuous Learning and Adaptive Learning
Gen AI systems need continuous improvement and monitoring to stay effective. We have
developed a three-tier process to ensure we always achieve the best results and see incremental improvements. This ongoing process combines global best practices with manual
feedback from agents at every point and periodic consultations with subject matter experts
(SMEs), enabling continuous refinement and adaptation of the AI to meet evolving needs.
4.8 Smart Analytics
Our analytics go beyond simple actions, providing managers and leaders with comprehensive
insights to review and take necessary steps, integrating LLM consumption data and other
relevant metrics.
About SearchUnify
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, SearchUnify Virtual Assistant (SUVA), Agent Helper, Knowbler, and
Community Helper. Leading enterprises globally rely on SearchUnify for revolutionizing information discovery and elevating support outcomes.
Let’s Connect
www.searchunify.com
info@searchunify.comm
USA +1 650 844 3031
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