88 www. t e c h n o l o g y r e c o r d . c om I NT E R V I EW Since 2008, global services provider Grazitti Interactive has been helping businesses build digital engines to better engage with their customers and prospects via its consulting, implementation and cloud innovation services, along with products including SearchUnify. The enterprise search solution was first launched to help organisations unify their siloed information and make it searchable but has since evolved into a platform that automates the complete support cycle, from self-service and agent support to knowledge management. Alok Ramsisaria, CEO of Grazitti Interactive, says that SearchUnify is designed to help businesses deliver highly personalised and proactive customer service experiences at scale. “Leveraging powerful out-of-the-box native connectors, the solution unifies enterprise data scattered across disparate content sources and indexes it,” he says. “Its machine learning algorithms analyse every user search query along with signals and patterns from the user profile, journey, purchase history, and other users’ behaviour to understand the query in context. Using these insights and learning from historical usage analytics data, it automatically surfaces the most relevant and hyper-personalised results on the top, which leads to customer self-service success and agent efficiency. Its suite of AI-powered applications equip businesses with tools to future-proof their customer service ecosystem and deliver proactive and personalised service.” Several of Grazitti’s solutions and products, including SearchUnify, Sinergify and Cartiveo, leverage the power and capabilities of artificial intelligence (AI) technology and Microsoft365. The company views these as vital in the future of business operations and is aiming to help drive their adoption among customers. “Grazitti firmly believes that new technology trends are accelerating innovation,” says Alok. “AI and the cloud get a lot of attention and are the key to achieving digital transformation. However, only a few enterprises have just scratched the surface of what is possible and have gained significant business benefits. We’ve been working closely with enterprises’ support, success and knowledge teams, and are investing heavily in applications that tap into the potential of real AI and cloud technology to power proactive support and personalised experiences across an enterprise.” Alok believes that Grazitti’s products and Services can play an important role in helping Alok Ramsisaria of Grazitti Interactive talks about the innovations and initiatives the software provider is developing as it looks to add value in a new business environment Designing and delivering digital engines BY A L E X SM I TH “Grazitti has been a leading player in building accessible, low-code, and cloud-based services and products”
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