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 Natural Language Technology comes in.

Fluent Find is a SaaS solution for search in Help & Support. Using our knowledge of 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 reason for contacting you, their 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.