CX portals aim to increase customer satisfaction, increase case deflection, and improve responsiveness. Oftentimes the deployments look amazing and a large amount of effort is invested in navigation and promotion of content on the page.

In the end, however, especially when compared to web search, these portals offer very basic search and try to address customer issues through FAQs.  The problem facing the users, both customers and internal, is finding the right answer, quickly, on demand. This is exactly where advanced, web-like search comes in.

Advanced Search for:
  • Salesforce Experience Cloud
  • ServiceNow
  • Zendesk
  • Custom Portals
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White Paper: Web-Like, Advanced Search is Business Critical for Customer Portals

Deliver relevant, personalized, and actionable results.

BA Insight “Advanced Search” is a set of AI-driven, web-like search capabilities where:

The Experience is Personalized

It knows the products owned by a customer, so it presents information specifically pertinent to them.  Unnecessary content is weeded out, and direct answers to questions are delivered up front, backed by other highly relevant results available at their fingertips.

It’s Connected to Over 90 Data Sources

You no longer must spend countless hours aggregating FAQs or moving valuable content out of sources like Confluence and into your CX portal. By connecting to all of your sources of data and automatically generating answers, all information is available to your customers exactly when they need it.

It Delivers Relevant Answers, Always

By automatically getting detailed intelligence about every document, webpage, image, video, article, etc., and connecting this information with your user or support rep, answers and results are right, always. Even if the answer is simply spoken about in the video, or illustrated on an image, advanced search will find that and deliver it.

It Leverages Best of Breed AI, Machine Learning, and Cognitive Services

BA Insight’s strategy is to take advantage of investments by Google, RASA, Microsoft and Amazon to provide web-like capabilities for customer portals.  Capabilities such as natural language queries, document summarization, document concept understanding, sentiment, and more; which can be automatically integrated and available for all.

5

Documents Become Unlocked

Customers are frustrated by being pointed to a 100 page document that has their answer somewhere inside of it.  With advanced search, customers are taken to the exact page of their answer, instantly. Time is saved, and cases are deflected.

What is the outcome of advanced search?

It is a CX portal with a search box that presents customers with exact answers, enabling it to deliver on its potential.

  • Customer Case Deflection becomes second nature, with real answers given directly to customers, where they can ask their questions in natural language, just as they do on the web.
  • Improved Responsiveness, through real-time suggestions and content delivery, directly to the support rep, directly on the case they are working, directly about the issue they are facing.
  • Customer Satisfaction meaningfully improves as the breaks in the chain of information are removed, and information freely flows to exactly who needs it, when they need it.