Grazitti Interactive - Innovative Use of Technology in Customer Service

Name of Organization / Company: Grazitti Interactive
Category: Award for the Innovative Use of Technology in Customer Service > Computer Industries

Entry Title: SearchUnify: Elevating Self-Service & Support Experiences With a Unified Cognitive Platform & Suite of Apps

Knowing what customers want when they log into self-service portals and proactively recommending the right content is something most enterprises struggle with. The situation further deteriorates when the customer contacts a service agent and has to repeat the entire issue. Can there be a way to help both customers as well as agents? We found the answer in a cognitive framework.

SearchUnify was an incarnation of the needs of countless enterprises with organizational content across disparate sources. Started from a cognitive search solution, SearchUnify has now evolved into a unified cognitive platform that powers a suite of next-gen applications that help the entire support fleet.

Value Proposition for Businesses

SearchUnify and its suite of apps bring agents closer to first call resolutions and fuel information discovery for customers in online communities and self-service channels. SearchUnify’s cognitive platform integrates leading support solutions like Salesforce, Zendesk, ServiceNow, Microsoft Dynamics 365, etc., with enterprise-wide data, offering support agents a unified view to answer without switching software consoles

How Our Platform and Apps Elevate Customer Support Outcomes

SearchUnify’s unified cognitive platform combines core AI and its subsets such as NLP, for query intent detection & entity extraction; machine learning, for personalizing & improving relevance each time, and insights engine for analyzing user behavior & taking data-driven business decisions.

- Intelligent Chatbot taps into an organization's structured & unstructured data to provide relevant responses. It leverages unsupervised ML, NLU, and auto intent training to deliver personalized relevance and resolve L1 queries with minimal intervention. On top of that, the option of customizable sample stories makes its deployment easier & quicker.

- Agent Helper offers a unified view of case-resolving content including related cases, top articles, SMEs, etc. Additionally, it also provides a 360° view of the user journey to agents for personalized resolution, thus driving FCR.

- KCS Enabler leverages machine learning to assist knowledge creation by pre-populating article fields within KCS recommended templates. It packs a KCS Usage Report that reveals the number of articles created, highlights leading contributors, and monitors the performance of KCS-generated content.

- Escalation Predictor analyzes cases on various parameters such as customer sentiment, type of query, time of ticket creation, etc., to forewarn the support agents if it finds any indicators of escalation. This allows agents to respond accordingly and curb escalations.

- Community Helper, an ‘always on’ bot, monitors community discussions & taps into content repositories to provide meaningful, personalized responses to open threads. It also identifies, merges, & closes duplicate threads.

Impact

- Bluebeam won a Silver Stevie for deflecting 62% cases with SearchUnify. SearchUnify’s cognitive platform also won a Silver Stevie Award at the 2021 Stevie Awards for Sales & Customer Service.

- A leading API-first data platform provider saw improved case deflection, which saved them at least $200,000 per month in support costs.

- One of our customers, a global RPA solution provider, saw an incremental improvement of 20% in case deflection, which is 1,300 cases. Given that the average cost per case for the customer is $100, they saved an additional $130,000 in a period of fewer than six months.

- Rubrik’s Knowledge Manager said, “We’ve had a 20% increase in case deflection and if that scale is 2000 or 2500 cases a week, that number scales with it, and 20% is a pretty heavy chunk of cases we are able to deflect.”

- TSIA, a leading research institute, in its independent report lauded our search-powered chatbots as “a best-of-breed” and our app Agent Helper was recognized as “next-gen” and “enabling more effective collaborative support.”

- G2’s Winter 2021 Grid® Report for Enterprise Search, recognized SearchUnify as Leader in its field and rated 100% for the “Ease of doing business with” and 98% for the “Quality of support” parameters.

Files & Links:

SearchUnify-s Nomination for 2021 APAC Stevies - Award for the Innovative Use of Technology in Customer Service (1).pptx
Datasheet - SearchUnify-s Cognitive Platform for Customer Support.pdf
SearchUnify-s Unified Cognitive Platform and Applications.pdf
Case Study - Making the most of Searchunify and deflecting cases like a pro.pdf
https://www.searchunify.com/
https://applications.searchunify.com/
https://chatbots.searchunify.com/
https://www.searchunify.com/video/searchunifys-agent-helper/
https://www.searchunify.com/video/searchunifys-kcs-enabler/
https://www.searchunify.com/video/searchunifys-community-helper/
https://pages.searchunify.com/on-demand-webinar-AI-enabled-KM-and-support-video-access.html