Elevate customer support with cognitive search and AI.

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September 2, 2023

SearchUnify

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Elevate customer support with cognitive search and AI.

Overview

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Customer support278 0

Self Service Platform AI Search Engine Cognitive Technology Intelligent Search Customer Support Customer Experience

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SearchUnify is a unified cognitive platform designed to enhance customer support and self-service experiences. It offers various features including enterprise search, insights engine, and AI-powered apps.

The platform utilizes artificial intelligence to enable businesses to provide better customer support and improve self-service capabilities.SearchUnify's platform includes multiple components such as connectors, artificial intelligence, LLM integrations, search analytics, search tuning, security, and faceted search.

These features help organizations optimize their search functionality and gain valuable insights from search data.SearchUnify offers solutions for various use cases including support, self-service, communities, knowledge management, knowledge-centered service, customer success, marketing, fraud detection, HR, and intelligent digital experiences.

This wide range of solutions caters to different industries such as banking, e-commerce, education, healthcare, high tech, insurance, learning and training, manufacturing, and pharmaceuticals and life sciences.The platform also offers a range of products to enhance search capabilities, including Cognitive Search, SUVA (SearchUnify Virtual Assistant), Knowbler (Knowledge Enabler), Escalation Predictor, Agent Helper, and Community Helper.

These products leverage AI technologies to provide intelligent search, virtual assistant functionality, and predictive capabilities.SearchUnify provides a resource center with e-books, webinars, videos, and success stories to help businesses learn more about the platform and its capabilities.

Overall, SearchUnify aims to empower organizations with powerful AI tools to improve customer support, enhance self-service options, and gain valuable insights from their search functionality.

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Initial release

November 30, 2021

Initial release of SearchUnify.

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Customer support SearchUnify

Customer support

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Pros and Cons

Pros

Enhanced customer support

Improved self-service capabilities

Enterprise search functionality

Insights Engine

Connectors for unifying data

LLM integrations

Search analytics

Search tuning features

Security measures

Faceted search

Wide use case coverage

Industry-specific solutions

Cognitive Search product

SUVA virtual assistant

Knowbler (Knowledge Enabler) product

Escalation Predictor

Agent Helper

Community Helper

Comprehensive resource center

Multiple integration options

Support for different platforms

Intelligent digital experiences

Fraud detection solutions

Customer success solutions

Enhanced search functionality

Predictive capabilities

Automated workflows

Real-time analytics

Personalized customer service

Improved findability of information

Proactive support

Optimized search functionality

Boosts community engagement

Bridge content gaps

Improves customer retention

Expedited support processes

Increased operational efficiency

Best in- breed applications

Resource center for learning

Integrates with multiple platforms

Supports multiple industries

Quantifies customer support KPIs

Proactive decision making tools

Reduced TTV across KCS journey

Unified Cognitive Platform

Bridges content gaps

Propels knowledge consumption

Develops proactive workflows

View 43 more pros

Cons

No voice chat integration

No bot personalization options

Unspecified performance in multilingual environments

No explicit integration with CRM

Limited analytics visualization capabilities

Potential complexity due to wide range

No included translation services

Unspecified scalability

Requires cookie consent

No explicit pricing structure

View 5 more cons

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Q&A

What is SearchUnify?

SearchUnify is a unified cognitive platform designed to enhance customer support and self-service experiences. It offers a variety of features including enterprise search, an insights engine, and AI-powered applications that enable businesses to provide improved customer support and enhance self-service capabilities.

What is the purpose of the SearchUnify platform?

The purpose of the SearchUnify platform is to leverage artificial intelligence to help organizations optimize their search functionality, allowing them to gain valuable insights from their search data. The platform aims to enhance customer support, improve self-service options and positively impact diverse business areas including HR, marketing, and fraud detection.

What key features does SearchUnify offer?

SearchUnify offers key features such as connectors to unify disparate data silos, AI capabilities for predictive solutions, enhancements to LLM integrations, search analytics to garner insights from user behavior, Search Tuning for enhanced findability, security to assure data protection, and faceted search to improve precision of information retrieval.

How does SearchUnify use artificial intelligence?

SearchUnify utilizes artificial intelligence to provide several key benefits. Its AI technologies offer intelligent search capabilities, virtual assistant functionality, predictive capabilities and insights into user behavior patterns. These AI-powered features help improve information findability, automate and expedite workflows, and contribute to proactive decision making across organizations.

What industries does SearchUnify cater to?

SearchUnify caters to a wide range of industries which include banking, e-commerce, education, healthcare, high tech, insurance, learning and training, manufacturing, and pharmaceuticals and life sciences.

What are the components of the SearchUnify platform?

The SearchUnify platform consists of multiple components such as connectors, artificial intelligence, LLM (Large Language Model) integrations, search analytics, search tuning, security for data protection, and a faceted search feature.

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What are SearchUnify's solutions for use cases?

SearchUnify addresses a wide range of use cases including support, self-service, communities, knowledge management, knowledge-centered service, customer success, marketing, fraud detection, HR, and intelligent digital experiences.

What are the different products offered by SearchUnify?

SearchUnify offers a range of products to enhance search capabilities. These include Cognitive Search, SUVA (SearchUnify Virtual Assistant), Knowbler (Knowledge Enabler), Escalation Predictor, Agent Helper, and Community Helper.

How does SearchUnify enhance search capabilities?

SearchUnify enhances search capabilities by unifying data from disparate silos, improving information findability, and delivering relevant results using AI and machine learning. Its cognitive search tool goes beyond keyword matching to understand the intent behind a search, thereby providing better, contextually relevant results.

What types of resources does SearchUnify provide?

SearchUnify provides a resource center with e-books, webinars, videos, and success stories. These resources are designed to help businesses understand and better utilize the platform and its various features and applications.

How does SearchUnify improve customer support?

SearchUnify improves customer support by utilizing AI to optimize search functionality, enhance self-service experiences, provide intelligent virtual assistant functionalities and predictive capabilities. This leads to faster resolution of customer queries, improved self-service, and more effective utilization of support resources.

What is Knowbler in SearchUnify?

Knowbler is a product offered by SearchUnify. It is referred to as a 'Knowledge Enabler' as it leverages AI and cognitive search technology to enhance knowledge sharing and consumption across organizations. Knowbler helps identify and bridge content gaps to bolster customer support services.

What is the Escalation Predictor in SearchUnify?

The Escalation Predictor is a product offered by SearchUnify. With AI capabilities, it anticipates customer service escalations by analyzing historical data and interaction patterns. This helps businesses intervene proactively and manage customer relationships more effectively.

How can I use SearchUnify for HR use case?

SearchUnify offers solutions designed to revolutionize the HR experience. These AI-driven capabilities streamline HR processes, provide personalized experiences, automate mundane tasks, and offer effective decision-making tools. They ensure quick resolutions and assist in the creation of a digital HR platform that is efficient and user-friendly.

Does SearchUnify offer solutions for Healthcare sector?

Yes, SearchUnify offers solutions specifically suited for the healthcare sector. These solutions can optimize the search functionality, improve patient self-service capabilities, and generate insightful data to bolster decision making in the healthcare industry.

What is SearchUnify's AI-powered Virtual Assistant?

SearchUnify's AI-powered Virtual Assistant, known as SUVA, leverages AI technologies to provide intelligent responses to user queries in real-time. SUVA can answer FAQs, provide product or service information, assist with checkouts, bookings, and a whole lot more. This enables organizations to provide instant, 24/7 support to their customers, thereby enhancing customer experience and satisfaction.

What is meant by 'faceted search' in SearchUnify?

Faceted search in SearchUnify is a feature that helps users refine their search results. Facets act as filters that categorize and classify results based on certain predefined parameters, enabling users to drill down and find the specific information they're looking for more quickly and efficiently.

What security features does SearchUnify offer?

SearchUnify provides robust security features. Ensuring data safety and compliance, SearchUnify's platform maintains rigorous privacy and security standards with features like reliable user authentication, rigorous access controls, data encryption, and monitoring of all system activities.

How does SearchUnify assist in fraud detection?

For fraud detection, SearchUnify offers solutions that leverage artificial intelligence and machine learning. The platform assists in identifying and preventing fraudulent activities by analyzing data patterns and user behavior, thus helping mitigate risks and protect business interests.

How does SearchUnify support the education sector?

SearchUnify supports the education sector by providing AI-powered solutions that can enhance search capabilities, offer customized self-service portals, and generate intuitive data insights. These features could bolster learning and training opportunities, improve knowledge management, and facilitate efficient and personalized educational experiences.

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