SearchUnify's Summer Showcase: Q3, 2024 Platform Updates

SearchUnify Cognitive Search and SearchUnifyGPT™: Key Updates

Key Insights for Business Leaders with the Leadership Dashboard

The Leadership Dashboard offers crucial reports to decision-makers focused on improving self-service rates, case deflection, cost savings, and Knowledge Base (KB) efficiency. It provides a high-level overview of metrics, saving leaders from navigating multiple analytics tools.

Key metrics include:

• Self-service effectiveness
• Case deflection trends
• Cost savings
• Knowledge base effectiveness

The dashboard features two main reports:

1. Unassisted Self-solve Volume

• Measures the impact of the Knowledge Base in preventing case creation.
• Higher volume signifies successful self-service, reduced costs, improved customer satisfaction, and scalable support.

2. Unassisted Self-solve Volume

• Evaluate how effectively the KB helps resolve cases.
• It helps leaders make decisions to reduce support costs and enhance customer satisfaction.

Enhanced Intranet Experience with the New Search Client

Access your company's entire knowledge base from a single place with our new Search Client. Streamline internal search by connecting disparate repositories and enhancing organizational efficiency. Available as a Chrome extension, SearchUnify-powered search is now just a new tab or a tray click away, making information more accessible and boosting productivity.

Expanded Content Source Options with AEM and Brightspace by D2L Integration

Broaden your content discoverability with Adobe Experience Manager (AEM) and Brightspace by D2L integrations. Administrators can now index AEM files, making them searchable by file title, URL, tag, and more. Additionally, connecting Brightspace to SearchUnify enhances the searchability of modules, courses, and topics, improving both the user experience and content accessibility across platforms.

Enhanced LLM Support with Azure OpenAI Service Integration

SearchUnify now offers seamless integration with Azure OpenAI service, providing admins greater flexibility in utilizing advanced language models. This allows for enhanced search capabilities, which can be easily configured and switched on/off.

Expanded Admin Control for Activating SearchUnifyGPT™ in Queries

Earlier, rules for activating the GenAI widget were configured in the backend. Admins can now define query length directly within the admin panel. Through the newly added interface, they can fine-tune the SearchUnifyGPT™ widget activation settings for optimal user experience based on query complexity.

Detailed API Usage Tracking with Granular Logs

The API Usage module now includes a Search Consumption graph to track how each Search Client contributes to API usage. Admins can monitor consumption across API types like Auto Suggestion, Search Results, and REST API.

Key features include search consumption graphs for detailed tracking, granular logs for each search client and API type, and filters for search client, search type, and date range.

SearchUnify Virtual Assistant: Key Updates

Improved User Experience with the Revamped Chat Window

SUVA now features a brand-new chat window with a redesigned UI and improved UX. Key updates include Text-to-Speech (TTS) and Speech-to-Text (STT) functionalities, enabling users to issue voice commands and listen to chatbot responses, respectively. Additionally, a new button allows users to resize the chat window, enhancing overall usability and accessibility.

Efficient Case Management Directly from the SUVA Chat Window

Users can efficiently manage their open cases directly within the chatbot. This new functionality allows users to view their created cases, check for updates, add comments and attachments, and even change the status or close a case, streamlining the support process and enhancing user convenience.

All new notifications on a case can be seen in the Updates section. Currently, this feature is only available for Salesforce CRM.

Enhanced Insights with Two New Reports in Analytics Overview

The Analytics tab has been enhanced with two new reports: User Metrics and Message Metrics. The User Metrics report tracks user engagement trends over a specified period, while the Message Metrics report provides insights into the average number of interactions per user during the same timeframe

Timely Access to SUVA Performance Reports for Download and Email

You can now download and email performance reports from the SUVA admin panel. Reports include Conversation Volumes (showing data on Deflected, Abandoned, and Handoff conversations), CSAT (indicating successful chatbot session percentages), Average Handling Time (average duration of user interactions), User Metrics, and Message Metrics.

Knowbler: Key Updates

Streamlined Knowledge Article Generation with Knowbler's ServiceNow Integration

Knowbler is now integrated with ServiceNow, allowing support agents to auto-generate knowledge articles from incidents. This web-based version operates in a separate browser window, enhancing usability. 

Immediate Feedback with Real-Time Content Health Scores for Salesforce Agents

Support agents in Salesforce can now access a real-time content health score for their knowledge article drafts via the Preview button. This feature provides immediate feedback, enabling agents to enhance their articles before submission for review.

Identify Knowledge Gaps with the "New Cases Vs Knowledge Base Data Visualization" Report

This report in Intelligent Insights provides critical insights to improve your knowledge management strategy. It analyzes the number of support cases logged during a specific period alongside their corresponding resolution articles in the knowledge base.

Key features include case statistics, case articles overlap, gap analysis, and content prioritization. By leveraging this report, organizations can effectively identify knowledge gaps, streamline content creation, and enhance overall customer satisfaction.

Prevent Duplicate Articles with Knowbler’s Similar Article Detection

When saving or publishing a knowledge article, Knowbler ensures content accuracy and prevents duplication by detecting and alerting you about similar articles. It uses machine learning to compare the newly drafted articles with existing published or drafted content. The similarity detection model analyzes the content of mapped fields in the template and generates a list of articles that match the one being created.

For any queries or more information, contact us at info@searchunify.com or reach out to your dedicated CSM. 

Best Regards,

Team SearchUnify