Fluent Find

Make finding Help & Support a great customer experience.

We’ve written about the challenges with website search for Help & Support.

In short, keyword matching isn’t up to the task of giving customers what they need when they search – too much of the onus is placed on the customer to know in advance the exact terms to use in their search or query. This is where context-aware cognitive search powered by new Natural Language Processing comes in.

Fluent Find is a SaaS solution for search in Help & Support. Using our knowledge of transformer-based Natural Language Machine Learning models we have built a question answering system that will learn from your help & support content and provide the answers your customers are looking for

With a little additional information, the model can be trained to also predict the customer’s intent, this can be used to further improve the quality of the search results, or if you have self-service capabilities on the website these can be associated to the intent and you can offer direct deep links as a response.

You can try the solution today with our free tier that is easy to set up and will automatically pull in the help & support content from your website, build the model and let you test the results and the integration with your website search

Benefits

Customer Satisfaction

Take responsibility for the effectiveness of search and get customers to the information they need quickly and easily.

Contact Deflection

Give a customer easy access to the information they want and then they can get on with their lives.

Improved Quality

Better informed customers are more likely to engage with a business accurately and in a timely manner.

Reduced Maintenance

Stop maintaining FAQs, article navigation or keyword metadata – allow customers to ask for what they need in natural language

Check out the video below for a demonstration of the Fluent Find search API presented in a demo app, side by side with the search results from the gov.uk website.