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Experience Agentic AI-Driven Self-Service with Lumen on SearchUnify Community (Beta)!

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SearchUnify Q1 2025 Release: Smarter AI for Search, Support, and Knowledge Management

SearchUnify

We’re excited to introduce the Q1 2025 release across Cognitive Search, Agent Helper, and Knowbler, designed to enhance efficiency, improve user experiences, and drive better outcomes for your teams.

Here’s what’s new:

Cognitive Search – More Relevant Results, Less Effort

Finding the right information quickly is critical for both customers and support teams. This release enhances search accuracy, content integration, and AI-powered insights.

  • Relevance Index & Scores – Get highly relevant results instantly, improving search efficiency.
  • Expanded Content Sources – Now supports Bugzilla, File, Heretto, RightAnswers, and UserVoice to consolidate knowledge across platforms.
  • Field Merging for Content Sources – Ensures more accurate search results by consolidating key information.
  • Interactive End-User Feedback for Case Deflection – Helps fine-tune self-service effectiveness with real-time user input.
  • SearchUnifyGPT™ API – Enables AI-generated responses to be integrated into custom applications.
  • Gemini Support in LLM Integrations – Brings Google Gemini’s advanced AI capabilities into SearchUnify.

Agent Helper – AI That Supports Your Support Teams

Support agents need the right tools to respond efficiently and improve customer satisfaction. The latest updates help streamline case handling and refine AI-generated responses.

AI Editor in Response Assist

The AI Editor is a powerful new tool that refines AI-generated case responses. It consists of:

  • Search – Provides real-time access to relevant resources, links, and summarized content.
  • Writing – Enables support agents to generate, edit, and fine-tune responses, from concise summaries to detailed explanations.

This feature ensures more polished and contextually accurate replies, enhancing customer interactions.

More information: [Agent Helper Analytics > Agent Helper Adoption]

Escalation Predictor Merger with Agent Helper

A new Salesforce package combines Agent Helper and Escalation Predictor (EP), making the EP Dashboard directly accessible from the Agent Helper interface.

  • Escalation probability scores are now visible in Agent Helper.
  • Clicking on the score takes agents directly to the Escalation Predictor Dashboard, providing insights into risk factors.

Case Escalation Metrics Report

The Case Escalation Metrics Report provides leadership teams with data-driven insights on case management:

  • Total Case Volume – Tracks closed cases within a selected timeframe.
  • Escalated Cases – Displays escalation trends and resolution effectiveness.

More information: [Agent Helper Analytics > Agent Helper Adoption]

Daily Agent Helper Reports for Admins

  • Response Usage Report – Tracks modified vs. unmodified AI-generated responses.
  • Feature Adoption Report – Monitors agent engagement with AI tools.

Reports are emailed daily at 10:00 AM UTC, with a detailed summary and full report attachment.

View Internal Comments in Case Timeline

Internal comments are now visible within the Agent Helper Case Timeline, improving visibility into case history.

Updated Slack Message Template

Case details, summaries, and preliminary responses are now included in Slack Swarming messages, enhancing collaboration.

Knowbler – More Intelligent Knowledge Management

Keeping knowledge up-to-date and accessible is key to efficiency. These new enhancements improve content organization, duplication detection, and AI-powered insights.

  • Advanced Picklist Mapping – Enables better categorization and faster knowledge retrieval.
  • Record-Type Permissions in Salesforce – Ensures controlled access to knowledge content.
  • Integration with Two New LLMs – Azure & Gemini – Allows users to choose between Azure OpenAI and Google Gemini for AI-powered knowledge generation.
  • Duplicate Content Detection, Share via Email, and Auto Attach on Publishing in ServiceNow – Prevents redundant content, enables quick knowledge sharing, and automates knowledge linking to cases.

Why This Matters

This release is designed to enhance search relevance, improve agent productivity, and optimize AI-driven customer interactions. Key benefits include:

  • Faster, more accurate search results with AI-driven relevance enhancements.
  • Better agent efficiency through AI-powered tools and real-time insights.
  • Improved knowledge accessibility with advanced organization and AI-powered enhancements.

The Q1 2025 release is now live! Explore the new features today.

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