Overview of Smart Search

Smart Search is an advanced method designed to help employees quickly find the articles they need. Unlike traditional search systems that rely mainly on keyword matching, Smart Search uses AI to understand the context of user queries, delivering more accurate and relevant results.

Background

Traditional search systems often return many results based on keywords, which can overwhelm users and make it difficult to find the right article quickly. Editors may need to add multiple tags to articles or know the exact title to get relevant results. This approach can lead to cluttered search results and wasted time.

• Traditional search can be inefficient and cluttered.
• Users may struggle if they do not know the exact keywords.
• These searches could provide multiple results, even though what they're looking for doesn't actually exist in the Knowledge Ops platform

Why Smart Search Matters

Smart Search leverages AI to match the intent and context of user queries, not just keywords. 

Fewer, more accurate results mean users spend less time searching and more time acting on the information they find. 

If no articles populate in the results list, users can request new content, ensuring the knowledge base evolves to meet their needs.

• AI-driven search delivers more precise and relevant results.
• Reduces time spent searching and increases productivity.
• Encourages continuous improvement of the knowledge base.

How this impacts your users

Traditionally with keyword search, users type one or two words and get a list of results — typically articles that match those words in the title. ScreenSteps Smart Search works similarly at that basic level: type in one or two words and you'll get results based on keyword matching, pulling up every article that contains those terms.

The difference is that Smart Search is also context-aware. The more detail you put into your search, the more accurate your results will be. So one thing you'll want to coach your users on is this: if they're use to typing one or two words to find something, they'll need to adjust that habit.

For example, if someone is looking for a procedure on how to add and bill Blue Cross Blue Shield insurance, typing "insurance" or "Blue Cross" will trigger a keyword search and return every article containing those words. But if they type something like "A patient has Blue Cross insurance and I need to bill them," Smart Search will recognize the context and return that one specific article they're looking for.

Key Terms

Keyword Search: A search method that matches user input to specific words or phrases in article titles or tags.
Contextual Search: An AI-driven approach that interprets the intent behind a user's question or phrase to find the most relevant articles.