Agent assist across scattered knowledge

Agent opens a case → search every knowledge location at once, autocomplete the reply, surface the internal doc they'd otherwise hunt for.

Typical result

~20% handle-time improvement

Systems

SharePoint Drive Confluence View all 23

How the workflow runs

1. Agent opens a case

   Trigger

   The moment before they start hunting through four systems.

2. Search every location at once

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   SharePoint, Drive and Confluence together, in one query.

   SharePoint Confluence Drive

3. Autocomplete the reply

   Action

   Draft in the agent’s own voice from what the search actually returned.

   Reply autocomplete agent

4. Surface the internal doc

   Put the page they would have gone looking for directly in front of them.