What sets AI Competency Agent Apart
Dynamic Reasoning Framework
Adaptive Stepwise Resolutions
Self-Learning
Consistent Support Quality
Automated Case Resolution
The Future of Support Engineered Today
01
L1 Handoff Validation
Acts with precision by checking incoming cases for required details, requests missing information, and confirms priority—accelerating reliable resolutions.
02
Smart Swarm Activation
Activates focused swarms—only when human expertise is necessitated, ensuring every case moves forward with clarity and speed.
03
Deep Contextual Intelligence
Uses full case history, past resolutions, and customer profile to craft personalized responses.
04
Telemetry Grounded Decisions
Correlates ticket context with metrics, logs, and traces to produce fact-backed diagnoses and verifiable resolutions.
05
Runs automated RCAs to prevent repeat issues, and facilitates augmented service quality.
06
Actionable Handoffs Insights
Delivers concise handoff packs with history, diagnostics, and proof points—so human agents have full context to progress—when required.
Measurable Support Outcomes & ROI
Higher Customer Satisfaction
Smarter Resource Utilization
Efficient Case Handling
Scale Support Capacity
Consistent & Accurate Resolutions
Always-On Support
Industry Recognitions
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Frequently Asked Questions
In enterprise support, L2 agents bridge self-service and complex resolutions with deep technical expertise, contextual understanding, and precise, action-oriented troubleshooting. Automating L2 workflows necessitates chaining automated steps so problems get diagnosed and fixed without unnecessary human handoffs.
The AI Competency Agent automates customer support L2 workflows by validating L1 handoffs, pulling telemetry, delivering stepwise remediation, and—when needed—mobilizing human swarms. Every action is secure and logged, reducing workload on human agents, and cutting MTTR.
In customer support automation, the SearchUnify AI Support Agent handles self-service and L1 resolutions at the first touchpoint. For deeper, technical cases, the AI Competency Agent steps in—diagnosing, remediating, and coordinating multi-step fixes autonomously. In scenarios where critical issues demand human expertise, it seamlessly hands off verified, context-rich cases to L3 engineers for final resolution.
By preventing handoffs and handling L2 tasks autonomously, the AI Competency Agent meaningfully cuts escalation volume and L2 load. It’s outcome-driven, reasoning backed, approach with a constant tap on user sentiment analysis, offers optimal resolutions amplifying CX, reducing escalations and the eventual load on Human agents.
SearchUnify AI Agents for customer support handle everything from self-service to complex L2 workflows—automating diagnosis, remediation, and escalation—so human experts can focus only on truly critical cases.
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