Mountain View, CA | April 21, 2025 – SearchUnify, a leading enterprise agentic platform, today announced the integration of its AI Agents with the Model Context Protocol (MCP), setting a new benchmark for automation, interoperability, and real-time intelligence in customer support ecosystems.
MCP provides a standardized framework that allows SearchUnify AI Agents to communicate with a wide array of enterprise systems and open-source tools. This groundbreaking integration streamlines workflows, reduces time-to-resolution, and enhances the overall support experience for both customers and agents.
Key Benefits of the MCP Integration
1. Seamless Integration with Enterprise and Open-Source Systems
By removing the need for custom-built connectors, MCP allows SearchUnify AI Agents to integrate effortlessly with platforms like Salesforce, ServiceNow, Zendesk, OTRS, and Git-based knowledge bases. The result is real-time access to contextual information like customer history, case metadata, and system logs—enabling faster, more accurate responses.
2. Intelligent Workflow Automation
AI Agents can now automate tasks such as case triage, resolution recommendations, ticket classification, and escalation based on live system inputs. MCP also fuels Knowledge-Centered Service (KCS) by enabling intelligent knowledge creation, retrieval, and suggestion workflows.
3. Enhanced Agentic Self-Service and Proactive Support
With intelligent front-door routing and automated communication workflows, AI Agents can proactively guide customers, automate ticket creation, and ensure accurate routing—elevating self-service and customer satisfaction.
4. Robust Security, Scalability, and Governance
MCP ensures encrypted and compliant data exchanges between AI Agents and external systems. When coupled with SearchUnify’s Governance Layer, organizations benefit from role-based access control, explainable AI, audit trails, and human-in-the-loop validation.
5. Real-Time ML Orchestration and Contextual Intelligence
MCP fuels real-time analytics and seamlessly integrates SearchUnify AI Agents with Advance Machine Learning algorithms to amplify cognitive capabilities. Use cases include:
- Federated Retrieval-Augmented Generation (SearchUnifyFRAG™): Accessing distributed knowledge sources to deliver context-aware, compliant responses.
- Quick Clustering & Pattern Recognition: Grouping similar issues for bulk resolution and gap analysis.
- Predictive Forecasting: Anticipating future escalations and system demands.
- Auto-Triage & Smart Routing: Intelligent ticket classification based on urgency or sentiment.
- SCORE Framework Integration: Delivering hyper-personalized search and support experiences.
- Orchestration of ML Pipelines: Enabling complex, multi-model workflows for faster and smarter resolutions.
“Integrating MCP with our AI Agents represents a massive leap forward in intelligent support automation,” said Taranjeet Singh, Head of AI at SearchUnify. “MCP empowers our agents to dynamically connect, retrieve, and act on data from disparate systems with unparalleled context-awareness. The result is smarter workflows, faster resolutions, and a future-ready support stack for our customers.”
About SearchUnify
SearchUnify is an enterprise agentic platform by Grazitti Interactive, built on a machine learning and insights engine. The platform boasts a suite of AI-powered products, including Agentic Self-Service Hub, Cognitive Search, SearchUnify Virtual Assistant (SUVA), Agent Helper, Knowledge Enabler (Knowbler), and Community Helper. Leading enterprises globally rely on SearchUnify for revolutionizing information discovery and elevating support outcomes.