What is Smart Search and How Does it Work?
Media-savvy content creator, with a curiosity for all Salesforce experiences.
Support teams could give customers the answers they need faster than before. We have all heard of how slow customer service can be, even in our digital-first era. However, support agents can’t be blamed for slow tech or systems that don’t provide the correct information when prompted.
Thankfully, poking around a knowledge base searching for the right answers is a thing of the past for support agents who have the opportunity to work with smart search systems.
Are you interested in finding out more about this type of technology that can elevate experiences for your customer-facing teams? Join us in the article below, we want to discuss smart search systems.
Let’s get started!
What is Smart Search?
It’s a term used to describe “search systems” that are supercharged with the following advanced technology of our time:
It’s better than previous search systems as it now includes the following capabilities:
One of the reasons why the tech industry needed to improve the previous search systems was to help users correctly find what they were looking for faster. These technologies are smart and they examine a user’s objective, their previous interactions with the system, and the themes of questions offered.
The powerful examination of multiple factors enables smart search systems to give users, like customers or employees, more accurate information that they instantly want.
How Does Smart Search Work?
It leverages ML, NLP, and AI to get a better understanding of what a person is asking the system and then provides more accurate answers to them. Let’s take a look at the table below to see how each tech advancement contributes to smart search systems.
| Smart Search Tech | Benefits to the System |
|---|---|
| Natural Language Processing | Gives smart search systems the power to understand site search terms in questions. |
| Artificial Intelligence and Machine Learning | These two pieces of tech work together to understand the context of a question. They also look at past searches to learn how to respond to users based on previous interactions. |
Looking at the capabilities of smart search systems, it seems businesses could use the tech to build personalized digital experiences or interactions that mimic physical ones for customers. And when it comes to internal operations, smart search systems could help employees find the information they need quickly to deliver elevated customer services.
Essential Smart Search Capabilities
Now more than ever, we have access to information almost instantly thanks to the internet connecting data to people. However, searching for the right information in the sea of data can take a lot of time.
Smart search systems tackle this issue by returning relevant information to the people who have asked a question. The hope is that the results from smart search systems reduce the amount of time people spend searching through vast amounts of information in knowledge bases or databases.
So, let’s dive deeper and explore smart search tech capabilities!
Conversational Understanding
Conversational understanding empowers a smart search system to interpret natural language questions asked by a person. And we all know that when we ask a search system one question, we have to ask more when exploring a passionate topic or are seeking specific products to purchase.
Therefore, conversations between a person and a smart search system are known to continuously flow. Nevertheless, a person always has a goal when interacting with a smart search system and has learned to ask popular search terms to get closer to the results they want.
This is where conversational understanding in a smart system can examine the context of the interaction and respond to a person with more accurate answers.
Natural
Although people have learned popular queries to interact better with search systems, there are times when they do not have the right keywords. In these cases, irrelevant information can be returned, and the querent is either misinformed or gives up.
Now, smart search systems leverage the power of NLP and ML to truly understand what people are asking about. So, customer service agents can simply ask a question without “stop words” and have accurate responses returned.
For example, a customer support agent asks the smart search system “open account” instead of “How can I open an account?”. The smart search system will be able to pull up all the requirements from a connected knowledge base for the customer support agent so they can quickly and professionally continue their task with a customer.
Responsive
The responsive power of smart search systems makes these advanced tools adapt to conversations and connect with people faster than before. People enjoy interacting with systems and apps not only through local computers but also mobile phones, gaming consoles, televisions, tablets, and other high-tech devices.
For this reason, smart search systems now need to be responsive and dynamic across platforms and operating systems.
Wrapping Up Smart Search
That concludes our discussion on smart search technology. We hope we have given you the information you require to understand this tech better. In this article, we covered what smart search is, how it works, and a few of its features that give people the potential to find more accurate results.
If there is a topic you want to explore with regards to smart search technology, please feel free to reach out to us. We would love to discuss your ideas and support you with any software solutions, especially those that connect to Salesforce.
For our customers, here are a few articles you might find useful when working with Titan’s search functionality:
- Search Settings
- Configure on Search Action
- Variant of Search Element
- Translation Search Capabilities
Elevate Experiences In and Out of Salesforce with Titan
Titan seamlessly integrates with Salesforce using no code to take your AI agents and smart search capabilities to the next level. Now, instead of sales reps generating documents with a single click in Salesforce (thanks to Titan), your AI agent can do it for you.
Salesforce AI agents can use Titan as easily as human co-workers! So, check out the Titan platform for no-code solutions that truly automate repetitive administrative tasks from start to finish, giving you fully autonomous workflows.
Titan integrates with your AI agents for maximum efficiency, empowering employees to dream bigger, innovate, and focus on elevating in-person experiences, like closing sales.
For more information on our suite of products for Salesforce, contact us through one of our social media channels below.
See you soon!
Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us
