Say goodbye to outdated self-service and case management. With Lumen, step into the future of intelligent, personalized support. Welcome to the new era of agentic AI.
Read the Help GuideOur new self-service and case management experience on the SearchUnify Community.
Saurabh Jain commented,
Looking forward for case escalation prediction model to procrastinate cases before they turn into bad customer experience and high churn.
Saurabh Jain commented,
@... Can we add one more tuning parameter - Article confidence index. Articles with highest link rates should be highest ranked in the order.
Saurabh Jain commented,
@... said in How SearchUnify identifies article versioning?:> product If Agent B wants to check which version of an article was used by Agent A to solve the case, How will he be able to find out?
Saurabh Jain commented,
Can agents add few frequently using articles as Favourites in agent console such that if similar cases are logged they do not have to search again?
Saurabh Jain created a post,
How does SearchUnify assists agents handle low impact and high frequency cases? Ideally there should be a quick access dialog box that stores recently viewed articles for quick linking. Do we have ...
Saurabh Jain created a post,
If an article linked to an incident is updated, will agent be able to search the version of the orginial article linked to the incident. Does SearchUnify captures the screenshot of the different ar...
Saurabh Jain created a post,
How SearchUnify improves the agent experience by showing them most reused/ high quality unique articles at the top of the search results?