Khoros and SearchUnify Partner to Strengthen Online Community Experiences with Federated Search and New AI-Powered Capabilities

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The partnership makes it easier for community members to find information across multiple content repositories for a more efficient, self-service online community platform.

AUSTIN, TX and MOUNTAIN VIEW, Calif., October 19, 2022 /PRNewswire/ — Khorosa global leader in digitally-focused customer engagement software, today announced a partnership with SearchUnifya leading unified cognitive platform, to deliver federated search across Khoros-powered communities for a more efficient self-service platform.

“Customers often look for ways to resolve issues on their own before engaging directly with brands. Online brand communities are a very effective channel for providing the self-service support that customers want. But sometimes the best answer is outside of the community, forcing customers to look elsewhere,” said Quiet Chris, CEO of Khoros. “By partnering with SearchUnify, we’re excited to provide a powerful, unified discovery experience that expands that search to include results from external sources so customers can get all the information they need, without leaving your community of Mark.”

The partnership combines the power of Khoros enterprise community software and SearchUnify’s AI-powered enterprise search solution to increase community engagement, improve customer satisfaction and further reduce support costs. By integrating with SearchUnify, Khoros-powered communities become a powerful one-stop-shop for content discovery by integrating information from multiple repositories (federated search), whether the information is in a brand’s online community or from an external source such as Slack, WordPress, or SharePoint. Delivering this unified discovery experience makes it easier and faster for community members to find the most relevant information from a single search console.

Khoros’ partnership with SearchUnify also includes the following online community features powered by advanced artificial intelligence abilities (AI):

  • Smarter User Interfaces (UI) understand search intent and history to guide users to relevant results by providing rich snippets and preselected facets.
  • Create more personalized community experiences with AI-powered algorithms that deliver personalized results and recommendations based on user role, access permissions, behaviors and interests.
  • Drive engagement and improve search capability with AI-powered algorithms that continuously learn from user behavior to show the most relevant results first.
  • Measuring self-service success and prove online community ROI with in-depth analytics and metrics that matter, like case diversion and engagement, CSAT, and more.

“After building over 100 online communities, knowledge bases, partner portals, and more, we noticed a trend where companies with multiple and disparate content sources were struggling to get relevant content into their hands. We are proud to build through our work with Khoros to enhance the online community experience with the most comprehensive search capabilities to better support brands and their customers,” said Alok Ramsisaria, CEO of Grazitti Interactive, the parent company of SearchUnify.

To learn more about Khoros’ partnership with SearchUnify, visit here. For more information about Khoros’ digital customer engagement platform and services, including online community engagement, visit khoros.com. Information about SearchUnify is available at searchunify.com.

About Khoros

Khoros’ award-winning customer engagement platform helps more than 2,000 global brands, including one-third of Fortune 100 companies, create customers for life. With over 20 patented technologies, Khoros connects all facets of customer engagement, including digital contact centers, messaging, chat, online brand communities, CX analytics, and social media management. Combined with our best-in-class services, the Khoros platform enables brands to connect with customers throughout their digital journey.

Khoros powers over 500 million daily digital interactions and leverages AI to turn those interactions into actionable insights. Primarily owned by Vista Equity Partners, Khoros is recognized as one of the best places to work nationally and locally in our 11 offices around the world. For more information, visit khoros.com.

About SearchUnify

SearchUnify is a unified cognitive platform that powers the unification of disparate data silos to create a centralized content repository, an insights engine that articulates analytics to monitor KPIs and react to changing trends in real time. It powers several next-gen applications, including smart chatbot, Escalation predictor, Aid worker, KCS activator and Community help – that enhance and personalize the experience for customers, agents, community managers, knowledge workers and support managers.

MEDIA CONTACTS

Khoros
Mandy Mayekawa
[email protected]

SearchUnify
Aanchal Dhar
[email protected]

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