Upland Software, Inc. (Nasdaq: UPLD) has announced the launch of AI Conversational Search for its Upland Panviva Sidekick platform, a browser-based assistant designed to streamline knowledge retrieval for enterprise frontline agents in highly regulated sectors.

The new AI Conversational Search integrates natural language processing with validated organizational data. This functionality enables frontline agents, such as credit union bank tellers and healthcare patient access directors, to pose questions in everyday language and receive immediate, accurate responses. The tool builds upon existing, human-approved, compliance-driven knowledge bases by utilizing a hybrid model of Retrieval Augmented Generation (RAG) and Large Language Models (LLMs). This methodology aims to mitigate the risk of AI hallucinations, ensuring that agents in industries like healthcare, finance, and utilities access only verified, policy-compliant information.

Dan Doman, Chief Operating and Product Officer at Upland, commented on the development, stating that