SearchUnify for
Knowledge-Centered Service

Create Knowledge as a By-Product

SearchUnify’s KCS Enabler empowers agents to capture knowledge in real-time as the interaction unfolds. It leverages ML for auto-populating articles on the fly on a predefined template while your agent is resolving the query, thus ensuring that no knowledge is lost during the process.

Propel Content Findability & Reuse

AI-powered search unifies enterprise knowledge and provides a 360-degree view across repositories from any given point. This integrated experience enables proactive and relevant content recommendations for case resolution, thus boosting agent productivity and FCR. It also leverages ML to provide personalized results based on the agent’s behavioral analytics, search history, conversations, etc.

Maintain Health of Your Knowledge Base

Removing and deprecating irrelevant content is necessary for the upkeep of your KB. SearchUnify helps embed a robust one-click workflow that allows agents to effortlessly review or edit the knowledge articles from within the support console. This ensures all internal and external users only find helpful content.

Leverage Rich Insights to Fill Knowledge Gaps

With SearchUnify, you can monitor the content performance and gain quantitative insights into how frequently your support content is getting attached to cases. Leverage these valuable insights to create high-performing articles for unknown issues and update the existing ones to better tackle the recurring issues.

Enable Intelligent Case Routing

SearchUnify’s Escalation Predictor takes into consideration an agent’s skill set or past records with case types to assign new incoming cases to the most suitable service rep right off the bat, thus elevating CX and CSAT scores. Additionally, with the incessant routing coming to an end, TTR and AHT are also likely to take a dip.

Establish Omnichannel Process

SearchUnify empowers agents and customers to quickly find relevant content across multiple channels without the need to scour them. Consequently, it drives case deflection on self-help portals and enables agents to close cases quickly by surfacing the most relevant help content across channels.

Facilitate Performance Assessment

Stay on top of your service game with deep analytics. SearchUnify’s KCS Enabler bundles a litany of reports and metrics that empower you to assess things like the Article Quality Index and the ratio of new and known issues. This helps keep an eye on the health & performance of your KCS initiative.