Upland Panviva’s Sidekick Unveils AI Conversational Search to Elevate Enterprise Knowledge

Key Terms

natural language processing technical

Natural language processing is a technology that enables computers to understand, interpret, and respond to human language in a meaningful way. It allows machines to analyze large amounts of text, like news articles or social media posts, to identify patterns, trends, or sentiment. For investors, this means gaining faster insights from vast information sources, helping to inform smarter decisions in a rapidly changing world.

retrieval augmented generation technical

Retrieval augmented generation is an AI approach that combines a search of relevant documents with a text‑writing system: the AI first pulls up factual material from a library or database, then uses that material to produce a concise answer or summary. For investors it matters because this makes AI-generated research and press-release summaries more grounded in actual sources—like a researcher quoting files—so the output is usually more accurate and traceable than free‑form AI, though source quality still affects reliability.

large language models technical

Large language models are advanced AI systems trained on vast amounts of text to understand and generate human-like writing, like a very fast reader and writer that learns patterns in words and sentences. They matter to investors because they can change how companies operate—automating customer service, speeding analysis, cutting costs, creating new products—and they introduce risks around accuracy, security and regulation that can affect a firm’s revenue and reputation.

ai hallucinations technical

AI hallucinations are instances when an artificial intelligence system confidently produces false, made-up, or misleading information instead of correct facts. For investors, these errors matter because they can lead to bad decisions, faulty financial models, regulatory or legal exposure, and damage to a company’s credibility—think of trusting a GPS that calmly directs you down a road that doesn’t exist.

browser extension technical

A browser extension is a small software add-on that attaches to a web browser to add features or change how websites behave, similar to snapping a new tool onto an existing toolkit. For investors it matters because extensions can drive user growth, engagement and direct revenue or data collection, but they also introduce security, privacy and compliance risks that can affect a company's reputation and regulatory exposure.

AUSTIN, Texas--(BUSINESS WIRE)-- Upland Software, Inc. (Nasdaq: UPLD), a leader in AI-powered knowledge and content management software, today announced the launch of AI Conversational Search for Upland Panviva Sidekick, a browser-based assistant that transforms how enterprises retrieve knowledge. By combining natural language processing with trusted organizational data, this release solves the critical challenge of balancing AI efficiency with strict regulatory compliance.

Panviva Sidekick’s new AI Conversational Search allows frontline agents – from credit union bank tellers to healthcare patient access directors – to ask questions in plain English, just as they would a colleague, and receive immediate, accurate responses to questions. The tool builds upon an organization's existing, human-approved, compliance-driven knowledge base by leveraging a hybrid model of Retrieval Augmented Generation and Large Language Models. This approach significantly reduces the risk of AI hallucinations common in open-ended models, ensuring that agents in highly regulated sectors such as healthcare, finance, and utilities receive only verified, policy-compliant information.

"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."

Security and governance remain a central focus of Panviva’s latest release. 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.

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.”

AI Conversational Search functionality is embedded directly into the Sidekick browser extension, available for Chrome and Edge with no coding required. Agents can access AI search functionality, so they can ask and receive answers without leaving their CRM or web-based applications. By delivering easily digestible summaries and direct answers to agents’ fingertips, Sidekick significantly reduces average handling times, enhances agent onboarding and training, and aligns with growing customer expectations.

Upland’s AI Conversational Search for Panviva Sidekick is driving the next era of AI-enabled knowledge delivery for frontline workers in high-stakes, regulated environments. By combining AI-driven efficiency with robust compliance and security, organizations can confidently adapt to evolving policies and rising customer expectations. To learn more about AI Conversational Search in Panviva Sidekick, visit www.uplandsoftware.com/panviva/sidekick.

About Upland Software

Upland Software (Nasdaq: UPLD) 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. For more information, visit www.uplandsoftware.com.

Forward-Looking Statements

Certain statements in this press release constitute forward-looking statements under the Private Securities Litigation Reform Act of 1995. These statements involve risks and uncertainties that may cause actual results to differ materially from those anticipated. For additional information, please refer to Upland's filings with the Securities and Exchange Commission.

View source version on businesswire.com: https://www.businesswire.com/news/home/20260210684148/en/

Media Contact:

Lloyd Berry

media@uplandsoftware.com

Source: Upland Software Inc.