Another customer, a global reference laboratory, provides specialty lab testing in areas such as cardiology, endocrinology, genetics, and microbiology. Users can search for a certain test by name, but because the test names may be complicated, the SearchBlox application lets users just pick the first letter of the test name from an alphabet under the search box. A list of available tests is presented, from which the user can select the desired test. “If the user just knows the first few letters, they can easily find the test,” Selvaraj said. “We want each search session to be the only one that is needed, and for the user to find the answer on the first page.”
SearchBlox uses AI to handle repetitive tasks such as updating tagging and generating titles and descriptions for documents that do not already have them. “We provide a standard interface for chatbots, and guidance for building up a knowledgebase to connect the front end to the knowledgebase,” commented Selvaraj. “Like self-service, chatbots provide one more channel for delivering relevant information to users. However, relevant information can only be found if the underlying data is managed well.”