Instant, intelligent answers powered by human-approved, permission-controlled knowledge. 

When your chatbot fails, your agents can’t.  

Frontline teams are expected to deliver fast, accurate, up-to-date answers across increasingly complex customer journeys, often in highly regulated environments where “almost right” just doesn’t cut it. Yet many organizations still rely on static, keyword-based search, fragmented knowledge sources, or AI tools that introduce risk through hallucinations.  

That’s why we’re excited to introduce Sidekick AI Conversational Search, designed to help frontline teams get the answers they need instantly, without putting compliance, security or confidence on the line.

Ready to dive in to AI Conversational Search? Explore the interactive demo to get a firsthand look at the new and improved Sidekick. 

Try the demo

The Problem with Traditional Search and Unchecked AI 

Agents don’t think in keywords and technical jargon. They think in questions.  

But most traditional knowledge management tools expect frontline agents to remember exact key phrasing, review multi-page documents, and jump between tabs, applications, and tools to uncover their answers. The result is just what you’d expect: slower resolutions, inconsistent results, frustrated agents, and higher risk of errors.  

At the same time, many AI-reliant tools promise instant answers but end up introducing new headaches. AI hallucinations introduce major challenges; the overexposure of sensitive information creates compliance risks, and opaque responses with no accountability undermines trust in the system.  

In complex, highly regulated industries like healthcare, financial services, and utilities, speed alone isn’t enough. Agents need accuracy, transparency, and control. Every time.  

AI Conversational Search: Built for How Frontline Teams Actually Work 

AI Conversational Search allows frontline teams to interact with Sidekick just as if they were messaging a knowledgeable colleague. No keywords. No digging. No guesswork.  

Using agentic Retrieval-Augmented Generation (RAG), now workers can ask questions in natural language and get clear, contextual answers in return. Even better: they can rest easy knowing answers are sourced directly from their trusted, approved Panviva knowledge base.  

What’s Powering AI Conversational Search?  

• Hybrid RAG and Large Language Model (LLM) search: Answers are generated using RAG grounded in governed content, ensuring responses are accurate, relevant and trustworthy. 

• Human-in-the-loop oversight: AI outputs are based on the knowledge foundation approved by subject matter experts (SMEs), reducing hallucinations and reinforcing compliance. 

• Permission-controlled access: Employees only see what they’re authorized to see, protecting sensitive information and maintaining role-based security. 

• Knowledge Cards for fast answers: Agents get concise, actionable responses without scanning full documents mid-call with customers.  

From Questions to Confidence: AI Conversational Search in Action 

The way agents interact with knowledge has evolved.  

What began as massive binders and in-depth brain-picking sessions has transformed into formal knowledge management systems. Today, Sidekick enables knowledge to be delivered in the moment that agents need it, directly in the tools they use.  

A real-world scenario 

Picture a billing agent working in Salesforce. They’re handling a payment-related question tied to a legacy balance in VisitPay – something they don’t walk through every day, and can’t quite remember step-by-step.  

Instead of leaving Salesforce, searching a keyword-based knowledge system, not finding the answer, and finally resulting in asking an SME, now the agent can simply highlight relevant text on the screen to ask Sidekick for help. 

Sidekick instantly:  

• Understands the question in natural language 

• Searches the Panviva knowledge base for content the agent is permitted to view 

• Delivers a clear, AI-powered answer grounded in human-approved knowledge 

Agents can then:  

• Ask follow-up questions without starting over 

• Confirm whether the answer was helpful 

• Copy approved responses directly into call notes or their CRM 

• Click into the source documents to see exactly where the information came from 

All of this happens with role-based permissions in Sidekick, ensuring knowledge access remains secure and compliant.  

In essence, Sidekick = the speed of AI + the reliability of human judgement.  

Why It Matters for Your Business 

AI Conversational Search helps organizations:  

• Boost frontline productivity 

• Reduce errors and compliance risk 

• Improve consistency across channels 

• Shorten time-to-resolution 

• Build agent confidence and customer trust 

With Sidekick, busy frontline teams can deliver the white-glove service that customers have come to expect, even in the most complex and regulated environments.  

Designed for Security, Simplicity, and Speed 

AI Conversational Search also fits seamlessly into existing agent workflows, without adding extra complexity. The setup is simple; just download Sidekick from the Chrome or Edge store. No coding required.  

Whether agents support customers through voice, chat, or digital channels, Sidekick keeps trusted knowledge within reach so they can focus on delivering exceptional service, every time.  

Learn More About AI Conversational Search 

Want a closer look?  

Check out the datasheet

Explore the interactive demo

Ready to See It in Action?  

Book a meeting