Upland Panviva Launches Sidekick, An AI-Powered Agent Assistant
Upland Software (Nasdaq: UPLD) has launched Panviva Sidekick, an AI-powered agent assistant designed for contact centers in highly regulated industries. The new solution leverages GenAI technology to deliver compliant and contextualized knowledge to agents in real-time.
Sidekick's key features include AI Search that connects with existing knowledge bases, Smart Snippets providing AI-generated summaries from Panviva's Digital Orchestrator, and a modern browser extension interface. The solution is specifically designed to be channel-specific and audience-specific, with dynamic tagging capabilities for competency capture and metadata-based faceted results.
Building on Panviva's 20+ years of experience in knowledge management, Sidekick aims to improve customer experience by enabling agents to access information more efficiently while maintaining compliance in sectors such as healthcare, utilities, and banking.
Upland Software (Nasdaq: UPLD) ha lanciato Panviva Sidekick, un assistente agenti potenziato dall'IA progettato per i contact center in settori altamente regolamentati. La nuova soluzione sfrutta la tecnologia GenAI per fornire conoscenze conformi e contestualizzate agli agenti in tempo reale.
Le principali caratteristiche di Sidekick includono Ricerca AI che si collega con le basi di conoscenza esistenti, Smart Snippets che forniscono riassunti generati dall'IA tramite il Digital Orchestrator di Panviva, e un'interfaccia moderna per l'estensione del browser. La soluzione è specificamente progettata per essere specifica per canale e pubblico, con capacità di tagging dinamico per la cattura delle competenze e risultati basati su metadati facettati.
Basandosi su oltre 20 anni di esperienza di Panviva nella gestione della conoscenza, Sidekick mira a migliorare l'esperienza del cliente consentendo agli agenti di accedere alle informazioni in modo più efficiente, mantenendo al contempo la conformità in settori come sanità, servizi pubblici e banche.
Upland Software (Nasdaq: UPLD) ha lanzado Panviva Sidekick, un asistente de agentes impulsado por IA diseñado para centros de contacto en industrias altamente reguladas. La nueva solución aprovecha la tecnología GenAI para proporcionar conocimiento conforme y contextualizado a los agentes en tiempo real.
Las características clave de Sidekick incluyen Búsqueda AI que se conecta con bases de conocimiento existentes, Smart Snippets que ofrecen resúmenes generados por IA a partir del Digital Orchestrator de Panviva, y una interfaz moderna de extensión de navegador. La solución está específicamente diseñada para ser específica por canal y audiencia, con capacidades de etiquetado dinámico para la captura de competencias y resultados facetados basados en metadatos.
Basándose en más de 20 años de experiencia de Panviva en gestión del conocimiento, Sidekick tiene como objetivo mejorar la experiencia del cliente al permitir que los agentes accedan a la información de manera más eficiente, manteniendo la conformidad en sectores como el de la salud, servicios públicos y banca.
업플랜드 소프트웨어 (Nasdaq: UPLD)는 고도로 규제된 산업의 연락 센터를 위해 설계된 AI 기반의 에이전트 어시스턴트인 Panviva Sidekick을 출시했습니다. 이 새로운 솔루션은 GenAI 기술을 활용하여 에이전트에게 실시간으로 규정 준수 및 맥락에 맞는 지식을 제공합니다.
Sidekick의 주요 기능으로는 기존 지식 기반과 연결되는 AI 검색, Panviva의 디지털 오케스트레이터에서 생성된 AI 요약을 제공하는 스마트 스니펫, 그리고 현대적인 브라우저 확장 인터페이스가 포함됩니다. 이 솔루션은 채널 및 청중별로 구체적으로 설계되었으며, 역량 캡처 및 메타데이터 기반의 다면적 결과를 위한 동적 태깅 기능을 갖추고 있습니다.
Panviva의 20년 이상의 지식 관리 경험을 바탕으로 Sidekick은 의료, 공공 서비스 및 은행과 같은 분야에서 규정을 준수하면서 에이전트가 정보를 보다 효율적으로 접근할 수 있도록 하여 고객 경험을 개선하는 것을 목표로 합니다.
Upland Software (Nasdaq: UPLD) a lancé Panviva Sidekick, un assistant agent alimenté par IA conçu pour les centres de contact dans des secteurs hautement réglementés. La nouvelle solution tire parti de la technologie GenAI pour fournir en temps réel des connaissances conformes et contextualisées aux agents.
Les principales caractéristiques de Sidekick incluent Recherche IA qui se connecte aux bases de connaissances existantes, Smart Snippets fournissant des résumés générés par IA à partir du Digital Orchestrator de Panviva, et une interface moderne d'extension de navigateur. La solution est spécifiquement conçue pour être spécifique au canal et au public, avec des capacités de tagging dynamique pour la capture des compétences et des résultats facettés basés sur les métadonnées.
S'appuyant sur plus de 20 ans d'expérience de Panviva dans la gestion des connaissances, Sidekick vise à améliorer l'expérience client en permettant aux agents d'accéder aux informations de manière plus efficace tout en maintenant la conformité dans des secteurs tels que la santé, les services publics et la banque.
Upland Software (Nasdaq: UPLD) hat Panviva Sidekick eingeführt, einen KI-gestützten Agentenassistenten, der für Kontaktzentren in stark regulierten Branchen konzipiert ist. Die neue Lösung nutzt GenAI-Technologie, um Agenten in Echtzeit konforme und kontextualisierte Kenntnisse bereitzustellen.
Die Hauptmerkmale von Sidekick umfassen KI-Suche, die mit bestehenden Wissensdatenbanken verbunden ist, Smart Snippets, die KI-generierte Zusammenfassungen aus dem Digital Orchestrator von Panviva bereitstellen, und eine moderne Browsererweiterungsoberfläche. Die Lösung ist speziell für kanal- und publikumspezifische Anforderungen konzipiert, mit dynamischen Tagging-Funktionen zur Erfassung von Kompetenzen und metadatenbasierten, facettierten Ergebnissen.
Auf über 20 Jahren Erfahrung von Panviva im Wissensmanagement aufbauend, zielt Sidekick darauf ab, das Kundenerlebnis zu verbessern, indem Agenten der effizientere Zugriff auf Informationen ermöglicht wird, während die Compliance in Branchen wie Gesundheitswesen, Versorgungsunternehmen und Banken gewahrt bleibt.
- Launch of new AI-powered product expanding company's technology portfolio
- Integration capabilities with existing systems (chatbots, AI agents, CRMs)
- Target market in highly regulated industries provides competitive advantage
- Builds on established 20+ year market presence in knowledge management
- None.
Insights
This product launch signals a important strategic pivot for Upland Software, coming at a critical juncture when the company faces significant market challenges, reflected in its compressed market capitalization of about
The timing of Sidekick's launch is particularly strategic for three reasons:
- It addresses the growing demand for AI-powered efficiency in contact centers while maintaining compliance guardrails - a critical differentiator in regulated sectors
- It leverages Panviva's existing customer base in healthcare, utilities, and banking, potentially reducing customer acquisition costs through upsell opportunities
- It positions Upland to capture value from the AI transformation wave while utilizing their established knowledge management infrastructure
However, the product launch comes with notable execution risks. Upland's ability to monetize this innovation effectively will depend on:
- Pricing strategy in a competitive market where larger players are rapidly integrating AI capabilities
- Speed of customer adoption, particularly given the compliance-focused nature of their target industries
- Technical differentiation against both established competitors and new AI-native solutions
The emphasis on compliance-driven AI curation, combined with Panviva's two-decade expertise in regulated industries, could provide a sustainable competitive advantage. This is especially relevant as organizations grapple with the challenge of implementing AI while maintaining regulatory compliance. However, the product's success will ultimately depend on Upland's ability to demonstrate clear ROI to customers and effectively monetize these capabilities to improve their financial position.
As a trusted leader in highly regulated industries, Panviva delivers next-generation, AI-powered guidance for complex and compliance-driven organizations. Panviva offers flexible solutions that meet customers’ omnichannel needs, such as integrations with chatbots, AI agents, and CRMs. With the power of GenAI curation that is approved by business experts, organizations can deliver real-time recommendations when agents and customers need it most.
"At Upland, our vision centers around prioritizing success through tailored expertise and a relentless commitment to technology advancements. As AI reshapes contact center operations, robust knowledge management has become the cornerstone of immediacy while maintaining accuracy and compliance,” said Sean Coleman, Senior Vice President and General Manager of Knowledge and Contact Center Management solutions at Upland Software. “For over two decades, Panviva has been the backbone of driving compliance for contact centers across highly regulated industries like healthcare, utilities, and banking. Now, we're evolving to help these same customers harness the power of AI with governed knowledge management."
As an out-of-the-box assistant, Panviva Sidekick allows agents to seamlessly utilize the power of AI search and spend more time listening to customers, providing critical real-time guidance that instantly improves customer experience. Sidekick’s capabilities include the following:
- AI Search: Sophisticated, cutting-edge search that bridges Panviva Sidekick and your team’s existing knowledge
- Smart Snippets: AI-generated summarized snippets from Panviva’s curation platform, Digital Orchestrator
- Sleek Interface: Easy-to-use browser extension created with the modern agents’ needs top of mind
“As technology and the speed of information evolve, customers demand immediate, personalized interactions,” said Amy Machado, Senior Research Manager of Enterprise Content at IDC. “Answers can arrive in real time, but multiple sources, lengthy documents, or complex procedures can slow down the process, frustrating both customers and agents. GenAI tools can automatically generate concise, dynamic summaries or snippets from the trusted knowledge base."
Building on Panviva’s 20+ years of knowledge management expertise, Panviva Sidekick solidifies the product’s impact on the next generation of agent guidance by utilizing Smart Snippets and AI search. Panviva Sidekick is channel-specific, audience-specific, and dynamic, helping customers add tags to capture competency and enabling faceted results to change based on the metadata added.
Learn more about Upland Panviva Sidekick capabilities here.
About Upland Software
Upland Software Inc. enables global businesses to work smarter with over 25 proven enterprise cloud software products that increase revenue, reduce costs, and deliver immediate value. Our solutions offer many integrated AI capabilities and cover digital marketing, knowledge management, contact center service, sales productivity, content lifecycle automation, and more. Upland's powerful cloud products are trusted by more than 10,000 global customers. Learn how Upland helps businesses achieve outcomes that matter at www.uplandsoftware.com.
View source version on businesswire.com: https://www.businesswire.com/news/home/20250219288033/en/
Lloyd Berry
media@uplandsoftware.com
Source: Upland Software Inc.
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