Harnessing intelligent content services with SearchBlox
Today's organizations are teeming with diverse types of content and different types of users, use cases, and requirements. Through automation, integration, and AI, intelligent content services are building upon the foundation of ECM systems to facilitate better information access, sharing, and collaboration.
KMWorld held a webinar with John Lewis, Ed.D., CKO, SearchBlox who discussed emerging best practices and strategies for transforming ECM in the business.
According to Lewis, the most-used hyperlink on the internet is the back button. Users will leave a website en masse because the page loading speed is too slow, the content is not engaging, the look and feel is not engaging, or there’s the inability to search and find answers.
People want search results that are relevant like Google’s search engine results page, insight-driven like Amazon’s recommendation engine, personalized like Spotify’s on-demand playlists, and voice activated like Apple’s Siri.
Businesses want solutions where setup is easy, security is solid, support is available, and search is advanced, Lewis said.
Unified search offers better decisions, faster. It can parse content from different structured sources, content from different unstructured sources, content from different file types and content from different content types (FAQs).
Providing answers to FAQs can increase conversions (sales), mitigate service calls (support), and increase productivity (employees).
Manually produced FAQs are created based on many assumptions for the frequency of specific questions, he explained. Instead of frequency guesses before searches, SmartFAQs cover the entire range of content and provide analytics afterwards.
Instead of manually duplicating content, SmartFAQs automatically creates questions and answers, and keeps content in sync. Instead of manually creating FAQ snippets of dead-end logic, SmartFAQs always provide contextual links into richer content.
Intelligent search can help end-users make better decisions faster. Organizations can increase findability through Natural Language Processing to automatically fix content before searching. Businesses can also increase findability through analytics and insights after searching, he explained.
An archived on-demand replay of this webinar is available here.