Agent Helper: Autonomous Agent Assist for GenAlpha Era

The Silent Force Behind Smarter Support.

Accelerates resolutions, reduces cost-to-serve, and improves CX, operating as your force multiplier in every interaction.

Sentiment Analysis

Detects customer emotions in real time, helping prioritize critical issues for faster and proactive support resolution.

Escalation Prediction

Proactively identifies at-risk cases, enabling support agents to prevent costly escalations, ensuring timely intervention.

Holistic Case Timeline

Provides a complete customer interaction journey, ensuring support agents deliver hyper-personalized & informed support every time.

Case Summarization

Auto-generates concise case summarization, boosting agent productivity by reducing manual note taking and speeding resolution.

Response Assist

Auto-generates initial responses, significantly reducing overall response time and improving customer experience.

AI Editor

Empowers agents to fine-tune agent helper responses, ensuring accuracy and personalized, empathetic customer interactions. 

Customizable Response Tone

Allows support agents to tailor automated responses for personalized interactions, boosting agent productivity and satisfaction. 

Surface Top Articles & Cases

Instantly presents relevant solutions from the knowledge base and similar past cases, speeding resolution time.

Intelligent Swarming

Enables real-time intelligent swarming and expert collaboration, allowing agents to resolve complex cases faster.

Smarter Analytics

Delivers actionable metrics on usage and impact, helping managers fine-tune customer support automation.

Recommends Top Experts

Quickly identifies subject matter experts, enabling users to connect for swift, accurate case resolution.

Impact on Your Support Workflow

Aids Resolution at Tier 1 Support

Support agents can instantly access summarized knowledge and suggest resolutions without escalating to higher support tiers.

Complex Case Handling

For multi-step or technical issues, Agent Helper offers real-time diagnostics, previous resolutions, and SME suggestions.

Customer Churn Prevention

Identifies sentiment, issue history, and key friction points to proactively help agents take preventive action in at-risk accounts.

Upsell Assistance Mode

Provides agents with AI-powered suggestions to pitch upgrades or complementary products based on customer context.

Multilingual Support Enablement

Offers translated or region-specific content recommendations to support global teams and diverse customer bases.

Escalation Management

Surfaces escalation triggers, recommended contacts, & necessary documentation to streamline handovers and maintain SLAs.

Empowering Support Teams Across Industries

Banking & Financial Services

Securely resolve account inquiries. Agents access transaction history, fraud alerts, and compliance context to deliver fast, accurate, and empathetic support.

Telecommunications

Rapidly troubleshoot tech issues. Agents get guided help for network errors, billing disputes, and outages, reducing resolution time and boosting satisfaction.

Software & Technology (SaaS)

Support complex product issues faster. Agents access usage logs, bug reports, and help guides instantly to boost productivity and improve resolution quality.

Travel & Hospitality

Enhance guest experience and support. Agents access booking details, loyalty data, and local insights to ensure smooth, timely, and personalized assistance.

Insurance

Speed up claims and policy support. Agents instantly access policy details, customer history, and documentation to provide efficient, accurate assistance.

Manufacturing & Logistics

Streamline supply chain assistance. Agents resolve order delays, product queries, and logistics issues fast to maintain uptime and smooth operational flow.

E-commerce & Retail

Streamline peak season support. Agents instantly access product details, order history, and return policies, accelerating resolution and boosting sales conversions.

Healthcare & Pharmaceuticals

Manage health-related support with care. Agents access appointments, insurance details, and medical FAQs to ensure accurate, secure, and timely assistance.

Real World Customer Success Stories

Accelerated ROI

Proven performance

Trusted by industry pioneers.

View Case Study

Automation Anywhere, a global leader in Robotic Process Automation, sought to enhance support efficiency and improve customer experience by strengthening knowledge capture, VoC integration, and data usability. By deploying SearchUnify Knowbler, they intelligently transformed their content creation, leveraging pre-built templates, AI-generated titles, and customizable prompts to meet real-time support needs more effectively.

Key Outcomes:

Accelerated knowledge delivery, reduced content creation effort, and enhanced support team productivity.

57%

Boost in knowledge creation

37%

More contributing agents

46%

Cut in publishing time

View Case Study

Accela, a leading govtech provider, sought to elevate the precision and depth of its conversational support, ensuring customers received highly accurate, relevant, and insightful assistance. By implementing SearchUnify Virtual Assistant (SUVA), they revolutionized their virtual agent capabilities, meticulously fine-tuning prompts, significantly improving response accuracy, and unlocking actionable performance metrics to drive continuous enhancement.

Key Outcomes:

Lesser cost per interaction and improved user satisfaction, winning a Gold Stevie Award for Best Use of Technology.

99.7%

Support Cost Savings

83.3%

Response Accuracy

Gold Stevie Award

View Case Study

Cornerstone OnDemand, a global leader in talent management software, sought to elevate its support experiences and enhance agent productivity. They aimed to achieve this by centralizing fragmented content and gaining deeper insights into customer needs. By implementing SearchUnify's Cognitive Search and Knowbler, Cornerstone OnDemand transformed their knowledge ecosystem, unifying search across all sources, unlocking profound content insights, and streamlining case management through intelligent, AI-driven workflows.

Key Outcomes:

A surge in self-service resolution and boost in CSAT, with improved agent efficiency & faster case closures, and same-day resolutions.

98%

Self-Service Resolution Rate

Higher CSAT

Higher Same Day Resolution

View Case Study

EBSCO, a prominent provider of online research content to institutions in the eLearning space and beyond, aimed to enhance content discoverability and user engagement. By adopting SearchUnify Cognitive Platform, EBSCO streamlined search experiences with enhanced search functionalities and content weighing, making their research content more accessible. Furthermore, in-depth insights helped in refining content, leading to an increased user engagement.

Key Outcomes:

An increase in Academy content views, stronger learner engagement, and a streamlined user experience across the platform.

125.8%

Growth in Academy Views

↑

Improved Content Visibility