Draft:SearchUnify

Submission declined on 3 January 2025 by KylieTastic (talk).

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Declined by KylieTastic 2 days ago. Last edited by Citation bot 2 seconds ago. Reviewer: Inform author.

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SearchUnify is an enterprise agentic platform that powers AI-enabled tools for customer support and self-service. These include a virtual assistants, knowledge management systems, and community engagement tools. The platform incorporates technologies such as Generative AI and Large Language Model (LLM) to automate workflows and support operations.

History

SearchUnify was founded in 2016 by Grazitti Interactive, a digital innovation company established in 2008. Grazitti Interactive initially developed communities, knowledge bases, and partner portals for enterprises. In 2015, the company began exploring solutions for unifying content from multiple sources, leading to the creation of SearchUnify.

By 2016, SearchUnify evolved into an AI-powered platform with features such as multi-platform search, natural language processing (NLP), content gap analysis, and access controls. These features aimed to provide businesses with personalized search results across various touchpoints.

As of 2023, SearchUnify incorporated Generative AI and large language models to automate workflows and enhance customer support operations. The company’s platform was further augmented in 2024 with the introduction of Agentic AI.^[1], which includes autonomous agents to proactively drive workflow optimization, reduce support costs, and improve customer satisfaction.

Products and Technology

SearchUnify provides various tools for enterprise search and customer support, including AI-powered search, virtual assistants, and knowledge management systems. Its technologies incorporate frameworks for improving search relevance and automating workflows.

Cognitive Search: An AI-driven search solution that delivers contextual, relevant, and personalized search results in a unified view.

SearchUnify Virtual Assistant (SUVA): A federated virtual assistant for contextual and intent-driven conversational experiences at scale.

Knowledge Enabler (Knowbler): A knowledge management solution that integrates machine learning, GenAI, and Agentic AI to streamline knowledge creation and maintenance.

Agent Helper: A product for improving support agent efficiency and customer experience through autonomous agent assistance.

Community Helper: A community management tool powered by Agentic AI, which delivers personalized responses to improve engagement and self-service success.

SearchUnifyGPT: A GenAI application that provides end-users with direct, relevant, and intent-driven answers in real-time.

Frameworks and Methodologies

FRAG (Fragmented Retrieval Augmented Generation): A framework for reducing "hallucinations" in large language models by combining federation, retrieval, and augmented generation for accurate, contextually correct responses.

SCORE (Contextual Relevance Engine): A technology that bridges the gap between keyword and semantic search, improving search accuracy through neural search and intelligent re-ranking.

Awards and Recognitions

SearchUnify has been mentioned in the SoftwareReviews 2024 Emotional Footprint report for enterprise search.

SearchUnifyGPT received a silver Stevie® award for technology excellence in the 2024 Stevie® Awards^[2]

SearchUnify Knowbler received the 2024 Artificial Intelligence Excellence Award^[3] for its innovation in knowledge management.

References

^ Durante, Z.; Huang, Q.; Wake, N.; Gong; R.; Park; J. S.; Sarkar; B.; Taori; R.; Noda; Y.; Terzopoulos; D.; Y.; Ikeuchi; K.; Vo; H.; Fei-Fei; L.; &Gao; J. (7 January 2024). "Agent AI: Surveying the Horizons of Multimodal Interaction.". arXiv.org. arXiv:2401.03568.
^ 2024 Stevie Award Winners. 30 January 2021.
^ 2024 Artificial Intelligence Excellence Award.

[1] Durante, Z.; Huang, Q.; Wake, N.; Gong; R.; Park; J. S.; Sarkar; B.; Taori; R.; Noda; Y.; Terzopoulos; D.; Y.; Ikeuchi; K.; Vo; H.; Fei-Fei; L.; &Gao; J. (7 January 2024). "Agent AI: Surveying the Horizons of Multimodal Interaction.". arXiv.org. arXiv:2401.03568.

[2] 2024 Stevie Award Winners. 30 January 2021.

[3] 2024 Artificial Intelligence Excellence Award.

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