The Agentic Suite

The AI Agentic Suite is a set of AI agents that transform customer support operations and optimize knowledge management. Using advanced LLMs and AI techniques—including natural language processing (NLP) and machine learning (ML)—the agents automate L1–L2 support tasks, knowledge authoring and upkeep, escalation handling, and performance analytics. The suite operates on a unified platform where specialized agents work together to support and improve key support workflows.

Agents and Availability

Available now

  • AI Support Agent

    Handles first-line inquiries and resolves routine issues end-to-end. Uses NLP to identify intent, surface relevant knowledge base (KB) content, and execute predefined actions (e.g., password resets, status checks).

    More information: SearchUnify AI Support Agent

  • AI Knowledge Agent

    Automates knowledge operations: detects gaps, drafts and updates articles, and maintains KB freshness to support accurate self-service.

    More information: AI Knowledge Agent

  • AI Escalation Manager

    Orchestrates rule-based escalations using skills, severity, and priority. Routes cases to appropriate owners to meet service targets.

    More information: SearchUnify’s AI Escalation Manager Agent

  • AI Case Quality Auditor

    Evaluates case handling and conversation quality against defined criteria, highlighting corrective actions to improve consistency and compliance.

    More information: AI Case Quality Auditor

Coming soon

  • AI Competency Agent

    Assesses agent proficiency and content coverage, flags gaps, and recommends training or KB updates.

  • AI Agent Partner

    A coworker agent designed to assist human agents with in-flow guidance, lookups, and task execution.

  • AI Feedback Analyst

    Collects and analyzes post-interaction feedback to surface drivers of CSAT/BSAT and recommend improvements.

  • AI Proactive Support Agent

    Identifies potential issues from signals (e.g., telemetry, trends) and recommends preventive actions or outreach.

  • AI Workflow Automation Agent

    Automates multi-step support workflows (approvals, updates, notifications) using policy-driven rules.

How the AI Agentic Suite Improves Support Operations

Automates L1 and L2 Support

Automates high-volume, repetitive tasks—standard responses, KB delivery, and common resolutions—so human agents can focus on complex issues. Intelligent case routing and conversation orchestration improve L1 triage and L2 escalations.

Enhances Knowledge Management

Detects content gaps, generates new articles, and maintains an up-to-date KB. Assisted review and revision help preserve accuracy, relevance, and version quality.

Improves Escalation Management

Applies predefined rules (e.g., required expertise, severity, priority) to route escalations to appropriate teams for timely resolution and improved SLA adherence.

Streamlines Case Routing

Uses case attributes, customer context, and interaction history to assign queries to the most suitable queue or owner, reducing handoffs and delays.

Analytics and Performance Insights

Integrated analytics provide visibility into key support metrics, including:

  • MTTR (Mean Time to Resolve)

  • CSAT (Customer Satisfaction)

  • Deflection rate

  • Agent productivity

Dashboards and reports support performance monitoring, trend analysis, and identification of process improvement opportunities.

Contributions of AI Agents to Support Operations

Operational efficiency: Automation reallocates human effort to complex tasks, improving response speed and throughput.

  • Cost optimization: Reduced manual handling lowers cost per case and supports scalable growth.

  • Customer outcomes: Increased accuracy and faster resolution improve satisfaction and reduce escalations.

  • Service continuity: 24/7 availability extends support beyond business hours.

  • Adaptive performance: Iterative learning improves precision and reduces required human oversight.

Conclusion

SearchUnify’s AI Agentic Suite provides a unified set of agents to automate routine support tasks, maintain high-quality knowledge, manage escalations, and deliver actionable analytics. The suite is designed to help support teams operate efficiently at scale while maintaining consistent quality and customer experience.

Currently four agents are supported:

  • AI Knowledge Management

  • AI Support Agent

  • AI Case Quality Editor

  • AI Escalation Manager