Upland Panviva

Upland Panviva revolutionizes knowledge management for complex, highly regulated industries. Our approach to knowledge is more than delivering Q&As, it’s about providing AI-powered assistance that boosts both the agent and customer experience. Unleash the power of gen-AI curation, approved by business experts to deliver real-time recommendations exactly when it’s needed most.

Tailored for health insurance, banking, utilities, and BPO organizations with large contact centers, Panviva offers flexible solutions that allow you to evolve at your own pace. From compliance-focused manual knowledge management to fully AI-powered, seamlessly integrated guidance across your contact center ecosystem, Panviva grows with you.

We built Sidekick's AI Conversational Search tool that sits on top of Panviva's core product, our "guide on the side," and it's available to download as a Chrome Browser Extension (also available for Microsoft Edge) for all Premier Anywhere-tier customers. Powered by Agentic Retrieval Augmented Generation, aka RAG, our chatbot exclusively uses Panviva knowledge - the same content that powers our existing users - to provide conversational answers. With RAG + LLM, instead of getting generic or inaccurate responses, frontline workers get answers grounded in your actual documentation, policies, and data. With Sidekick’s AI Conversational Search, your team members have compliant snippets of information at their fingertips.

While Panviva already provides a traditional user interface via “the guide on the side” using a keyword-based search with formatted, human-reviewed and approved content, we added an AI-powered option that lets staff ask questions in plain English instead of using keywords. No complex training or system changes required - just ask questions in natural language and get instant answers, with one-click access to full details when needed, a copy and paste feature, and feedback. Security and governance remain a central focus of Sidekick, unlike broad AI tools that may expose sensitive data - Sidekick respects existing permission structures. Agents are only served answers derived from content they are authorized to view. This distinct "human-in-the-loop" architecture ensures that while AI accelerates information retrieval, the accuracy and compliance of the answers are reviewed and approved by the organization's subject matter experts. Sidekick uses AWS (Amazon Bedrock) cloud-hosted model, Hikaiu 4.0.

Experience the productivity power of Panviva and transform your organization's knowledge delivery while maintaining strict compliance standards, all backed by deep industry expertise.