SupSearch

Puzzel SupSearch is an AI-powered search engine that is automatically enabled when a GenAI Virtual Agent is selected for any channel. It retrieves relevant knowledge based on user input and forms the foundation for grounded, GenAI-generated responses.

SupSearch uses customer-specific models trained on knowledge bases, articles, transcripts, and past inquiries. It corrects spelling errors automatically and ranks results using confidence scoring, which can be configured to control what is shown or used by the GenAI.