Say goodbye to outdated self-service and case management.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.
Looking forward for case escalation prediction model to procrastinate cases before they turn into bad customer experience and high churn.
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?
@... 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?
@... Can we add one more tuning parameter - Article confidence index. Articles with highest link rates should be highest ranked in the order.