Your customers deserve
the same quality of answers
your best agent gives.
SearchSense Assist is the search engine your customers use without knowing it. They ask a question — in chat, on email, through your help widget. Assist searches your documentation, retrieves the right answer, and responds with a direct, cited reply. No guessing. No hallucinating. No routing to an article and hoping they read it.
Part of the SearchSense platform. Commerce finds your products. Workspace finds your knowledge. Assist finds your customers the answers they need.
< 10s
Time to a cited answer
100%
Answers cited to source
65%
Queries resolved by AI
18%
CSAT improvement
Key Features
Every answer traces back to the exact source
AI that generates direct answers from your documentation — not from training data or general knowledge. Every response references the specific document, section, and version it used. Customers see the source. Your team can audit every reply.
- 01Source-cited responses
Every AI answer references the exact help article, policy document, or product page it was drawn from — with the version date visible to the customer.
- 02Retrieval-augmented generation (RAG)
Assist retrieves relevant passages from your documentation at query time and constructs the answer from those passages — the model cannot invent what isn't there.
- 03Direct answer generation
Customers receive a complete, specific answer — not a list of articles to read. The information is surfaced, not just pointed to.
- 04Version-aware retrieval
When you update a document, answers update within minutes — Assist always retrieves the current version, never an outdated cached copy.
- 05Hallucination prevention by design
Answers are grounded in retrieved documentation. When Assist cannot find a confident answer, it says so and escalates — it never fabricates.
- 06Full conversation audit trail
Every answer logged with the query, source cited, confidence score, and escalation reason — auditable at any time, defensible in regulated environments.
- 07Honest escalation
Queries below a configurable confidence threshold are escalated with the full conversation context attached — no answer is better than a wrong one.
- 08Natural language understanding
Customers write conversationally — Assist understands intent semantically, bridging the gap between how they ask and how your documentation is written.
Available integrations
Industries
Built for every team, in every sector
Assist adapts to the customer service and support needs of your industry — with the accuracy, escalation controls, and audit capabilities each sector requires.
E-commerce
Order status, returns, sizing, and delivery queries resolved from live data and your documentation — 24/7, in the customer's language.
B2B Commerce
Technical queries, contract terms, and account questions answered with precision — complex cases escalated with full context.
Financial Services
Policy terms, fee structures, and eligibility questions answered with source citations — every response traceable to its exact document and version.
SaaS & Technology
Product how-to questions, billing queries, and integration guidance resolved from your help centre — freeing support teams for complex issues.
Healthcare
Administrative patient queries handled with cited, version-controlled responses — clinical questions escalated immediately to the right staff.
Education
Enrolment, fees, assessment policies, and timetabling queries resolved from your institutional knowledge base — peak period queue pressure reduced.
Insurance
Coverage queries, claims processes, and eligibility questions cited to the exact policy section — defensible records on every customer interaction.
Retail & Marketplace
Product questions, order updates, returns, and delivery queries handled across chat, email, and widget — scales with volume spikes without added headcount.
