Creating and maintaining intelligent search

AI-driven search and analytics can provide enterprises with unique business advantages. Better access to information leads to collaboration that enhances employee engagement.

Intelligent search can drive effective customer self-service, provide customer support teams with necessary and timely insights, and unlock important information necessary to drive innovation in the enterprise.

The distinctions between text analytics and cognitive search help you evaluate where, when, and how to use AI-driven search in your organization.

KMWorld recently held a webinar with David Seuss, chief executive officer, Northern Light Group; Mark Aschemeyer, enterprise search sales executive, BA Insight; and Sana Remekie, CEO, Conscia, who discussed how to make enterprise search more intelligent, the benefits of intelligent search to users and the organization, and more.

Delivering on the promise of machine learning requires lining up many disparate pieces across many domains, Seuss said.

Companies can work up an action plan and should consider the following:

• Pick a problem that can be solved using techniques and resources available today
• Pick a problem that is central to an important business process
• Pick a problem that cannot be solved any other way
• You have to provide all the parts associated with the solution, combining multiple machine learning techniques as well as providing for the non-machine learning components

According to Aschemeyer, the state of internal search is clunky, heavily customized, difficult to change, produces irrelevant results, and is sometimes disconnected from the rest of the enterprise.

However, search can be intelligent if businesses include:

• Personalized/relevant information delivery
• Connected to other systems
• Machine learning-based recommendations
• Natural language query
• Bots

Natural language processing can extract key words, categories, and tags from unstructured data, Remekie said.

Since AI is not perfect, enterprises should allow manual overrides. Creating taxonomies that are relevant to business will help find information easier, she said.

An archived on-demand replay of this webinar is available here.