Businesses often fail to understand the importance of contextual search. As a result, they miss out on its gains and quickly fall behind the competition. With contextual search capability, Virtual Agents are way more capable to understand user queries and provide relevant results faster, making them indispensable for businesses looking to remain competitive. Without the advantage of contextual search technology, most Virtual Agents won’t even come close to providing the service needed by their customers – leaving them exposed to immense financial losses and disrupted customer relationships.
An Overview
- What exactly is contextual search and how do context-aware searches work?
- Match a broader range of queries
- Transform your customer interactions
- Unlock a new level of power with our custom contextual search
- Navigate the Nuances of contextual search: address key complexities for targeted results
What exactly is contextual search and how do context-aware searches work?
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Contextual Search is a feature of ServiceNow Virtual Agent. It is a search technology that uses natural language processing, intent determination, and semantic understanding to return more precise and relevant search results. It considers the user’s preferences, role, data sources and other details from their virtual agent experience in order to serve up results that are tailored for that individual query. By better understanding the context of the inquiry, users will be able to get faster and more accurate responses, reducing frustration when researching or troubleshooting unknown information.
Match a broader range of queries
Contextual search in ServiceNow VA works by analyzing the user’s input and trying to identify the meaning behind it. It then determines which keywords are most relevant to that input and drills down into the data to find the most likely result for the user. The benefit of contextual search is that it allows ServiceNow VA to match a broader range of queries than traditional keyword-based search methods.
For example, consider a query like “What are the best restaurants near me?” While this query would be difficult to break down into individual keywords, contextual search can quickly recognize what is being asked and return an appropriate list of restaurants from nearby areas. What’s more, contextual search makes use of Natural Language Understanding models, allowing ServiceNow VA to accurately interpret longer and more complex queries. To demonstrate, a customer might ask “Which restaurants have happy hour deals on Fridays?” — using both contextual search and Natural Language Understanding, ServiceNow VA can identify relevant keywords such as “happy hour” and “Friday”, as well as specific location parameters from the rest of the query to provide accurate results.
Transform your customer interactions
Read on to explore four different examples of how contextual search improves customer experiences.
With its sophisticated contextual search capabilities, ServiceNow Virtual Agent enables customers to access a deep repository of customer data, making it easier to answer questions quickly, anticipate customer needs, and even fast-track retrieval of multi-dimensional data.
Example 1: Retrieving data from customer’s membership history for upselling additional services
Example 2: Answering customer inquiries promptly, regardless of where pre-existing information exists
Example 3: Analyzing user context and anticipating future customer needs
Example 4: Fast retrieval of data from multiple services
Fast retrieval of data from multiple services
If your customer base wants personalization in their search capabilities, offering a custom Contextual Search Topic could be the key to their satisfaction. Not only does it give customers what they’re looking for, but it also allows businesses to stand out from the competition by offering an innovative search solution that can be tailored to the needs of their customers.
That is why we are dedicated to providing you with the custom Contextual Search Topic that brings their searches to the next level of personalization. Contextual Search is a powerful tool for harnessing the power of big data and extracting only the most relevant and accurate results with ease. By leveraging context-based searches, customers can quickly surface the most appropriate results without wasting time sifting through extraneous information. With Contextual Search, your customers will have the customized search experience they need — and no one else can provide. Custom contextual search offers organizations an easy and effective way to access data from custom tables quickly and accurately. With our custom topic site feature, you can replicate the OOTB Contextual Search Topic block, allowing users to input their needs and get articles from the custom table. Our feature displays a maximum of three records at a time, and if there are more than three records that match the user input, a “show more” option is provided. Additionally, if the user input is not successful, the conversation can be closed or a ticket can be created.
By using custom contextual search, organizations have a dedicated custom table to easily access data and provide users with the information they need. Our feature simplifies the search process and ensures that users have the best experience possible.
The following are the unmatched features of contextual search:
- Reduced steps to get answers
- Automatically parse existing data
- Possibility to define conditions and rules for search results relevance
- Ability to use natural language phrases in queries
- Pre-defined customer queries
- Customized customer responses depending on customer history
- Dashboards & analytics to monitor customer interaction
- Navigate the Nuances of Contextual Search: Address Key Points for Targeted Results
Navigate the Nuances of contextual search: address key points for targeted results
For smooth implementation of the contextual search feature with ServiceNow Virtual Agent, it is critical to remember the following:
Understanding user intent and natural language processing:
Machine learning should be used to identify the meaning behind user queries and accurately interpret these to provide the most relevant search results – keep in mind how different users may phrase their queries.
Adapting to changing data:
Contextual search requires the system to continually adjust its algorithms as new data is added or updated, and take into account potential changes in user interests over time.
Relevance scoring and priority ranking of search results:
This should help ensure that the top results are tailored to user needs, with more accurate determination of relevance based on a variety of factors including the user’s context and the content being searched.
Optimizing query output through analytics:
Data analysis tools can collect and analyze usage metrics, such as user session data, query frequency, topic trends, etc., to help optimize query output as well as tailor content recommendations for future searches.
Personalization options:
ServiceNow Virtual Agent can use data collected from previous queries and interactions with users to offer personalized recommendations for future searches based on individual preferences.
Enjoy the incredible rewards of virtual agent and contextual search
Join businesses everywhere in taking advantage of ServiceNow Virtual Agent and contextual search to fast-track customer interactions and obtain more precise search results. With our customization options, you can target precise results and improve the customer journey. Enable a modern, AI-assisted experience across desktop, web, and mobile to your customers. Try our services today for an effortless implementation of ServiceNow VA with powerful contextual search capabilities.
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