What is UNFYD.COLLAB?
Customers rarely abandon a form; they abandon step 4, and nobody sees which step it was. UNFYD.COLLAB is built around struggle detection rather than screen-share plug-ins and extension installs, with consent requested before a session starts and the session signed afterwards so there is a record of what was shown and agreed.
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Friction sits at the moment of decision; the agent who arrives there finishes the journey.
The customer who needed help with a form, a checkout, a claim, is the customer you lose to silence. UNFYD.COLLAB lets the agent see, draw, and guide on every screen, every device, the same second the struggle starts.
From struggle signal to shared screen, in nine seconds.
Most escalations begin with : “Can you explain what happened?” Your customer, who can see the problem, tries. Your agent, who can’t, guesses. The issue drags for weeks. Somewhere between “I’m stuck” and “I’ve raised a complaint”, there is a moment most businesses miss. Guide what comes next and document every action with
“Let me help you.”That’s simple, human, memorable.
Behaviour-AI watches dwell, scroll, repeat-clicks, and form drift on the customer’s active page. The moment hesitation looks like a pattern, the offer queues up.
Agent prompt appears on the page itself. Customer accepts in one tap; the consent is logged and signed, ready for any audit that asks who saw what, when.
Acknowledge digital choicesAgent sees the page, draws on it, fills assist-fields. PAN, OTP, password and KYC fields stay masked. The customer feels guided, never watched.
Recording, redactions, summary and CRM update queued automatically. Audit-ready bundle, available before the support ticket gets created.
Collaboration is the moment of resolution, not a download dialog. UNFYD.COLLAB triggers on the customer’s journey itself, captures consent on the same page, masks sensitive fields before the agent ever sees them, and signs the session before it ends.
A customer-first lending organisation connected assisted journeys with interaction intelligence, gaining premium visibility into which interventions changed customer behaviour, reduced abandonment and much improved digital adoption. UNFYD.WORKS UNFYD.SCOR
Our Experience Architects (another fancy word for UNFYD®’s marketing team) would appreciate if you fill out the mandatory fields, please.
Our AI won’t bite, promise.
UNFYD.COLLAB is co-browsing and visual collaboration for support: it puts the agent on the customer’s screen at the moment the customer is struggling, instead of after an abandoned form becomes a support ticket. It is part of UNFYD.COMPASS, the enterprise customer experience platform built by SmartConnect Technologies, and shares one data fabric with the other modules.
Struggle detection comes first in the sequence. The insight behind it is that a customer does not abandon "the form" — they abandon a specific step, and the business rarely knows which one.
Yes. Consent is earned before the shared screen opens, and the session is signed afterwards, so there is a record of what was shared and agreed.
The page positions it directly against screen-share plug-ins and "please install this extension" flows, which ask the customer to do more work at the exact moment they are already stuck.
Email transform@unfyd.com or call +91 22 62285000, or request a demo from the Connect page. The most useful starting point is the specific workflow or disconnect you are trying to fix.
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