SearchUnify is an enterprise agentic AI platform built to transform how enterprises deliver customer support and self-service, powered by Agentic RAG-based search and Model Context Protocols (MCPs). By integrating directly with Gainsight, SearchUnify delivers context-aware search and AI-driven insights that give your teams a 360° view of customer health, enabling proactive engagement, smarter retention strategies, and better community outcomes.
It brings together intelligent products: Cognitive Search, Agent Helper, Knowbler, and Agentic AI Suite with the network of 7 autonomous AI agents: AI Support Agent, AI Classification agent, AI Agent partner, AI Knowledge Agent, AI Competency Agent, AI Escalation Manager, and AI Case Quality Auditor, all working in sync to improve every touchpoint of the customer experience.
How it works within Gainsight Customer Communities
- Find answers instantly: Cognitive Search surfaces relevant articles and past discussions, while AI Support Agent handles routine queries end-to-end autonomously.
- Smart triage from the start: AI Classification Agent automatically tags and categorizes every incoming conversation by topic, intent, and urgency, ensuring seamless routing so that no query goes unnoticed.
- Intelligent Agent Assist: Agent Helper + AI Agent Partner equip reps with the right response and context right within Gainsight.
- Competency-Led Resolution: AI Competency Agent empowers reps with the precise knowledge and expertise needed to resolve complex issues accurately, every time.
- Escalation prevention: AI Escalation Manager proactively monitors live interactions for risk signals and routes critical conversations to the right expert.
- Always-improving knowledge: AI Knowledge Agent + Knowbler auto-generate KB articles from resolved conversations, making your community smarter over time.
- Community health, inside out: AI-powered moderation automatically filters spam, flags harmful content, and suggests replies for unanswered posts, keeping your Gainsight community protected, responsive, and thriving at scale.
- Consistent quality: AI Case Quality Auditor reviews every resolved case for compliance and SLA,
giving the support managers real coaching data.