SearchUnify Q2 2025 Release: More Context, More Intelligence, More Impact

We are pleased to announce the general availability of the Q2 2025 Release, featuring powerful updates across SearchUnify, Agent Helper, Knowbler, and SUVA. This release is designed to help enterprises accelerate support resolution, optimize self-service, and streamline knowledge operations through AI-driven enhancements.

SearchUnify: Smarter Search and Enhanced Analytics

New Content Sources

Extend the reach of your enterprise search by indexing content from additional platforms.

• Out-of-the-box integrations for LearnUpon, Freshdesk, and Freshservice bring structured LMS and support data into the searchable index.
• On-demand integrations with Gmail, GitLab, Airtable, and Simpplr allow for greater flexibility in indexing distributed knowledge and collaboration content.

A/B Testing for Search Clients

Enable experimentation and optimization of your search configurations.

• Distribute traffic across variants and measure impact across Case Deflection, CTR, and ACP within 24 hours.

Summarized Search Results

Enhance content discoverability with AI-generated summaries.

• A new "Summarize" button on web-based search clients instantly generates concise previews of result content, helping users consume information faster.

Enhanced Search Analytics

Gain deeper insight into user behavior and search effectiveness.

• Group Searches: Automatically clusters similar queries to identify collective intent and improve personalization.
• Relevance Index Filters: Now segmented by user types (internal, external, external-only) to analyze performance more granularly.

Admin Enhancements

Deliver greater visibility and control to administrators.

• Admin Logs: Granular logs now provide comprehensive visibility into all activities and changes within the Content Sources tab, helping reduce noise and improve traceability.
• YouTube Permissions: Update scopes post-authentication to ensure security compliance.
• Preview Search Expansion: Now supported across all content types and domains.

Agent Helper: AI-Powered Assistance for Support Teams

Language Detection and Translation
Boost agent efficiency in multilingual environments.

• Automatically detects the customer’s language at ticket or chat initiation and enables seamless bi-directional translation directly within the agent interface. Glossary-driven accuracy ensures consistent and brand-aligned communication while minimizing context switching and response delays.

Slack Collaboration Enhancements
Facilitate faster case resolution through targeted collaboration.

• Share case details directly with specific Slack users (not just channels), ensuring faster input from subject matter experts.

Improved Escalation Predictor
Proactively manage customer satisfaction with better insights.

• An upgraded machine learning model now delivers more accurate escalation risk scores, tested with real customer data to confirm increased reliability.

Zendesk Compatibility
Broaden deployment flexibility for Agent Helper.

• Available now as a standalone app for Zendesk, in addition to Salesforce, making it easier for support teams to adopt AI regardless of platform.

Knowbler: Intelligent Knowledge Creation and Curation

Flexible Auto-Generation Templates
Automate structured knowledge creation at scale.

• Multiple Article fields can be auto-generated and sectioning logic to create these articles that match your team’s standards (e.g., Problem Statement → Resolution → RCA), ensuring consistency across documentation.

Enhanced Authoring Experience
Streamline authoring workflows for agents.

• A new floating action header in single-pane view keeps key actions—Save, Publish, Attach, Review—accessible at all times, reducing effort and clicks.

Article Lifecycle Enhancements
Improve content quality and relevance over time.

• Delete article drafts directly in Salesforce or ServiceNow to keep the knowledge base clutter-free.
• Archive low-impact articles based on usage metrics.
• View related articles while creating new ones to promote reuse and reduce duplication.

SUVA: More Personal, Context-Aware Virtual Agents

Variables-Based Personalization
Create human-like chatbot conversations that remember and adapt.

• Store user- and company-level variables (e.g., name, plan type, last ticket topic) to enable context continuity across sessions and provide tailored responses.

Agentic Experience for Traditional Bots
Extend modern AI capabilities to existing chatbot frameworks.

• Traditional SUVA chatbots now benefit from Agentic AI’s natural, multi-turn conversation experience while retaining fallback to static responses where needed.

LLM and CRM Integrations
Build a unified, intelligent support workflow.

• SUVA now supports Gemini LLM for advanced generative capabilities.
• Salesforce CRM integration enables agents to manage and resolve cases directly from within the chatbot.

Export Chatbot Analytics
Analyze chatbot effectiveness with external BI tools.

• New APIs allow exporting chatbot performance data into tools like Power BI, Tableau, and Google Data Studio. Metrics include engagement, deflection, and ticket trends.

Key Benefits of the Q2 2025 Release

• Improve search precision with smarter AI and content integration
• Enhance agent productivity with multilingual response tools and predictive insights
• Streamline knowledge creation with flexible templates and better lifecycle control
• Deliver intelligent, personalized chatbot experiences that drive customer satisfaction

The Q2 2025 release is now live. To learn more or see these features in action.