Keyword search limitations in Help & Support systems
Basically keyword search works by looking for the frequency of occurrences of the individual words in the search text across the indexed content – results are then ranked and presented based on the occurrence. In some cases, documents can be tagged with additional meta-data like explicit search keywords and keyword synonyms which when maintained correctly can improve the results of a keyword search by influencing the ranking. But ultimately if the search terms don’t match indexed keywords then the results are likely to disappoint a customer, and leave them needing alternative support channels.
Query formulation challenges in Help & Support
When customers seek assistance through Help & Support, they often lack the knowledge to construct a precise query.They don’t know the right words to use, or how to spell them, they’re looking to learn and don’t necessarily have the knowledge to begin with. Traditional search engines don’t account for this gap, leaving customers floundering. And this is where the shift to cognitive search is required. A shift is needed towards a search model that appreciates the nuance and context within which words are used, allowing for a more cognitively attuned search experience. At its core, Search is about language, to figure out what a customer is searching for and surface helpful information, no matter how words are combined. Cognitive search processes words semantically, understanding the full context of a word by looking at the words that come before and after it – dramatically improving the search experience.
Introducing Fluent Find: simplifying help & support with cognitive search
Fluent Find is not just a search function; it’s a tool that reimagines the search experience entirely. By employing cognitive search algorithms, Fluent Find understands the semantic value of a query, analysing words in their contextual setting. This revolutionary approach dramatically enhances the search experience, leading customers to more relevant and helpful outcomes.
Fluent Find: Improving Help & Support to provide a superior customer experience
With Fluent Find, your Help & Support page becomes a cornerstone of an exceptional customer experience. From reducing support wait times to providing support on-the-go, Fluent Find offers a robust solution for modern customer service demands.
Meet Fluent Find Make finding Help & Support a great customer experience. Let’s explore how Fluent Find can make your life easier and your customers happier. Get in touch today…