Elevate Support with AI-Driven Insights
Real Time Analytics
Get pivotal data to drive in-moment support decisions.
Customer-Centric Agility
Use real signals to align with evolving customer needs.
Operational ROI Intelligence
Measure KPIs, and support efficiency to evaluate AI value.
Interactive visual dashboards
Visualize data clearly with guided drilldowns and intuitive charts.
The Support Intelligence Hub
Own each customer experience, level-up performance of your human agents, and reduce support costs with data-led decisions.
Measure Self-Service Adoption & Case Deflection
Turn your customer’s first interaction into a decision lever for agile growth.
- Content Gap Analysis
- Handover Rates
- Average Deflected Cases
- Unassisted self service volume
Monitor Escalation Probability
Visualize escalation paths to optimize your customer experience
- Escalation Prediction Rate
- Average Escalation Score
- Average Resolution Time
- Escalation Prevention Rate
Evaluate Agent Assistance Impact
See how in-flow guidance accelerates reps, improves accuracy, and elevates resolution quality.
- Feedback Analysis
- Agent Score Card
- Average Time to First Response
- Agent Helper Adoption Metrics
Optimise Knowledge Management Outcomes
Turn Knowledge into action by optimizing the entire lifecycle from creation to adoption.
- Content Health Analysis
- Knowledge Base Effectiveness
- New vs Known Analysis
- Contributor Analytics
Value Realization and ROI
Map support outcomes to quantify value on support, so you can validate the ROI of your AI investments.
- CSAT Score
- Case Deflection
- Resolution Accuracy Score
Build custom dashboards tailored to your support workflows.
Uncover Process Intelligence
Gauge Agentic RAG Analytics
Monitor retrieval accuracy and system adaptability, so support experiences become progressively sharper, faster, and more aligned with user intent.
Leverage Conversational Querying
Use natural language to ask complex questions, follow up, and drill down. The system interprets role- and LOB-specific business terminology, applies your enterprise rules, and returns faster, more frequent contextual insights.
Track Complex Resolutions
Get granular visibility into how your complex issue-resolution engine reasons, executes, and learns, enabling you to strengthen support precision.
Begin your AI Transformation
Experience AI in Action to discover how our AI agents streamline complex workflows effortlessly.
Every business requirement is unique-let’s discuss yours. Consult for tailored use cases and deep technical insights.
Frequently Asked Questions
SearchUnify Analytics tracks user searches, clicks, and engagement across support channels. It delivers actionable insights into search performance, customer intent, and content effectiveness, thus empowering teams to enhance self-service and elevate the overall experience.
Customer support teams can use SearchUnify Search Analytics to spot top searches, failed queries, no-result instances, and click patterns. These data-driven revelations enable quick fixes for content gaps, relevance tweaks, and faster access to accurate results for users.
SearchUnify Analytics analyzes successful versus unsuccessful searches to boost self-service adoption. Higher case deflection rates and reduced tickets translate to measurable savings.
Dashboards in SearchUnify Analytics visualize search trends, content performance, and self-service metrics like self-solve rates. Leaders can visualize clear ties between customer behavior and business outcomes, driving strategic CX decisions with real-time data.
No-result queries, low-engagement searches, and underperforming content rise to the surface in SearchUnify Search Analytics. You can prioritize new articles, refine discoverability, and align knowledge with user needs.
Yes. SearchUnify can aggregate analytics data across all connected search clients, be it web portals, support platforms, and internal tools. It gives you a unified view of search performance across the organization.
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