SearchUnify

SearchUnify is a unified cognitive platform for enterprises that fuels a suite of next-gen applications for customer self-service and support. Powered by machine learning, cognitive technology and an insights engine at the core, it revolutionizes information discovery, articulates rich analytics, and makes for a robust platform for AI-based apps. Its out-of-the-box support for 40+ native connectors helps create a unified discovery experience for your support agents and users within their Zendesk instance.

With SearchUnify, you can index multiple content sources including Khoros, Jira, MadCap Flare, Confluence, MindTouch, etc. and enable your support agents to access relevant case resolving information from enterprise wide content repositories, within their Zendesk console. Rich insights into user journey and case sentiment enable agents to boost first contact resolution and enable support managers to enhance the ROI of their support org.

Why SearchUnify’s Unified Cognitive Platform is the Perfect Companion for your Zendesk Properties

• Reduce Average Handle Time with Unified Discovery: SearchUnify integrates all your content sources with your Zendesk console and enables your support agents to access content, irrespective of where it resides, from within the console, hence reducing response time.
• Boost Agent Productivity with Greater Relevance: SearchUnify’s AI-powered algorithms automatically rank your ticket-resolving content based on its relevance to the query. You also have the option to manually tune the results and customize their ranking.
• Improve FCR with Insights into Customer Journey: SearchUnify’s rich insights into customer journey enables agents to personalize customer service interactions and boost first contact resolution by leveraging the ability to review user activity across all touchpoints, in real time.
• Drive Knowledge-Centered Service: SearchUnify’s KCS Enabler is a KCS v6 aligned, native app for Zendesk that helps agents create a knowledge article as they’re responding to a case, on a predefined template. It comes with rich reports that help managers measure content performance and quantify KCS success.
• Supercharge Agent Efficiency with AI-powered Chatbot for Zendesk Support: Powered by cognitive technology, the virtual agent provides smart suggestions and case-resolving content on the fly for faster case resolutions.
• Leverage Search Analytics to Fill Content Gaps: SearchUnify’s robust analytics offer rich insights into what agents are looking for, making it easier to identify content that needs to be created or modified.

To Experience the Power of SearchUnify's Cognitive Platform for your Zendesk instance, Request a Demo Now!