Cognitive Search: The Key to Smarter Self-Service Support

Finding the Right Answer Should be Effortless

Delivering secure, intuitive access to knowledge with SearchUnify Cognitive Search is easy. It deploys securely within your environment and integrates seamlessly with your tech stack. It first federates and then organizes siloed knowledge to provide precise, personalized results every time.

Generative Answering

Leverages GenAI to generate precise, natural responses by connecting and contextualizing information across multiple sources.

Auto-Tuning & Relevance

Employs ML to analyze user behavior and patterns, continuously learn, refine contextual ranking, and deliver ultra-relevant results.

Federated Search

Unifies scattered information across systems, eliminates the need for tab hopping, and delivers the most relevant data.

Personalization & Permissions

Harnesses ML to analyze user behavior, search history, and role-based access to deliver personalized and secure results.

Auto Suggestions

Surfaces relevant results faster with predictive suggestions as users type, reducing search effort and improving query efficiency.

Content Recommendations

Delivers personalized content recommendations based on user behavior, preferences, and context.

Analytical Insights

Uncovers hidden patterns and content gaps, enabling support leaders to make data-driven decisions that boost ROI.

Rich Snippets

Displays contextual snippets and crisp answers directly on the results page, bringing end users closer to relevant information.

The Business Impact Of SearchUnify Cognitive Search

Boosts Self-Service

Resolves L1 queries, deflects support cases, thus boosting case resolution through self-service rather than increasing burden on support agents.

Enhances Customer Experience

Unifies enterprise knowledge to deliver consistent, personalized answers, driving smoother support journeys and exceptional customer experience.

Improves Agent Productivity

Cuts down time spent searching and enables support teams to focus on what matters. Rather than digging through digital clutter, agents are able to drive results.

Reduces Support Costs

Slashes support costs by minimizing escalations, enabling smarter case deflection, and accelerating resolutions without ever compromising service quality.

Enables Faster, Smarter Decision-Making

Accelerates decision-making with timely, accurate information. Quick access to data-driven insights empowers teams to act in real time.

Cognitive Search Use Cases for Enterprises

Community

Powers your community with a dynamic way to engage. SearchUnify Cognitive Search enables users to quickly find answers, exchange knowledge, and engage meaningfully.

Customer Support

Breaks silos and unifies data across content sources, and customer support portals. This federation helps teams deliver relevant answers, boost self-service, and enhance CX.

Website

Enables intelligent knowledge discovery, generative answers, and intent-driven recommendations on your website, thus transforming site experiences and overall CX.

Workplace

Facilitates knowledge discovery on your intranet by providing teams with unified, accurate, and role-based access. Enhance productivity and collaboration without much effort.

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 provider of cloud-based civic solutions, faced increasing support case volumes and agent burnout. By deploying SearchUnify Agent Helper, the team unified case context, automated response creation, and gained real-time insights into customer sentiment, and achieved faster resolutions and empowered support workforce.

Key Outcomes:

Since the deployment of Agent Helper, Accela has experienced substantial improvements across multiple KPIs.

77.5%

Increase in Total Closed Case Volume

92.7%

Decrease in First Response Time

16%

Increase in Agent Productivity

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