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Upland Software has launched AI Conversational Search for its Panviva Sidekick, a browser-based assistant designed to transform knowledge retrieval in regulated enterprise environments. This feature enables frontline agents to ask natural language questions and receive instant, accurate, compliant answers drawn from trusted, human-approved organizational knowledge bases.
The launch addresses a key challenge in highly regulated industries: balancing AI's speed and efficiency with the need for trustworthy, compliant information. Traditional search methods often fall short in fast-paced contact centers, leading to delays or errors. Panviva Sidekick's AI Conversational Search overcomes this by grounding responses in an organization's existing knowledge base, minimizing risks associated with generative AI while empowering agents to resolve inquiries more effectively.
In sectors like healthcare, finance, and utilities, where policy changes and legislative shifts demand precise adherence, Sidekick provides a secure alternative to open-ended AI tools. The Retrieval Augmented Generation approach retrieves relevant content first, then generates responses based solely on that verified data. This "human-in-the-loop" design ensures subject matter experts review and approve source material, delivering reliable answers that align with governance standards and reduce exposure to hallucinations or unauthorized data.
Available as a browser extension for Chrome and Edge, AI Conversational Search requires no coding or complex setup. Agents can pose questions conversationally directly within their CRM or web-based applications and receive concise summaries or direct answers. This streamlines workflows, cuts average handling times, accelerates onboarding and training for new agents, and meets rising expectations for quick, accurate customer service.
"Complex policy changes, driven by large-scale legislative shifts are changing the landscape for healthcare organizations and financial institutions, highlighting the critical need for AI-enabled technology in contact centers that are rooted in trust," said Dan Doman, Chief Operating and Product Officer at Upland. "AI Conversational Search gives frontline teams access to instant, compliant answers, so they have the trusted information they need right when it matters most. By adopting AI-enabled solutions, organizations can keep their contact centers current, compliant, and scalable to meet growing demands—truly a game changer for the future of service excellence."
A recent G2 customer review stated, “Panviva is a solid tool for real-time resource management, especially in industries where accuracy and compliance are critical. It’s great for reducing the time employees spend searching for information; everything is structured and easy to find, which is a lifesaver in fast-paced environments like customer support or healthcare, or IT support systems where I work.”
Upland Panviva Sidekick's AI Conversational Search positions enterprises to confidently embrace AI for knowledge delivery while upholding security, compliance, and trust in high-stakes environments.
About Upland Software
Upland Software is a leader in AI-powered knowledge and content management software. Our solutions help enterprises unlock critical knowledge, automate content workflows, and drive measurable ROI—enhancing customer and employee experiences while supporting regulatory compliance. More than 1,100 enterprise customers rely on Upland to solve complex challenges and provide a trusted path for AI adoption.
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