USU Agent Assist

USU Knowledge Management

USU Knowledge Management is the leading knowledge management platform. Together with Zendesk, it puts your company's entire knowledge at agents' fingertips, boosting productivity and first call resolutions while reducing ticket and call volume.

USU Agent Assist

USU Agent Assist gives agents immediate access to the information they need when and where they need it — all without leaving Zendesk. The USU Agent Assist widget automatically searches for information relevant to the current open issue and displays it compactly in a widget. The agent can resolve the issue using the information provided or use parts of it that are relevant to the solution.

Spend more time helping and less time searching.

Central, Up-to-Date & Accurate

Benefit from a single source of truth for your company. Eliminate duplicates and data spread across shared drives, folders, local computers and more. Agents have only 1 place to search for answers and can be confident they have the latest support information.

Decision Trees

Our built-in visual decision tree tool enables you to easily create decision trees with no code required. They are ideal troubleshooting tools and ensure consistent service in your contact center and make new agents productive faster.

Start delivering better customer experiences today.

AI

USU Knowledge Management enhances agent productivity with integrated AI capabilities.

The underlying search can leverage vector-based retrieval (AI Search) to deliver highly relevant results, even when queries are phrased naturally or imprecisely. This ensures agents receive the best possible matches from your knowledge base with minimal effort.In addition, an AI Agent can be embedded directly into your Zendesk workflow. This AI Agent uses your organization’s verified knowledge from USU Knowledge Management to provide context-aware suggestions, summarize complex information, or guide agents through resolutions.

All AI features are designed to improve speed, accuracy, and consistency — always grounded in your trusted, up‑to‑date knowledge.

Security & Data Privacy

Our application requires secure authentication before any access to customer data is granted. The authentication method depends on the customer's configuration and may include SAML, OAuth 2.0, or other supported identity providers.Access to customer data is strictly protected and only available after successful authentication. We do not store or share customer data without consent.We implement industry-standard encryption and access controls to ensure that customer data is not misused or exposed to unauthorized access.

https://usu.com