Self-service support that finds the answer
When self-service fails, the instinct is to write more articles. Often the article already exists and the visitor could not find it, because help centre search matches words rather than meaning and customers rarely use the words the article was written in.
The problem
Help centre search matches the words in the query against the words in the article. Customers describe their problem, not your terminology, so the right article does not come back.
How it works
- 1
Retrieval works on meaning rather than exact wording, so a question phrased in the customer's own terms still reaches the passage that answers it.
- 2
The answer comes back as an answer, not as a list of ten articles to read through and rank yourself.
- 3
The source page is cited alongside it, so anyone who wants the full context is one click from it.
What changes
Existing documentation starts getting used instead of rewritten.
Fewer escalations that end with a link to an article the customer could not find.
Evidence of which topics genuinely lack coverage, separate from the ones that were merely unfindable.
Questions
- Do we need to restructure our help centre first?
- No. It reads the pages as they are. Restructuring may still be worth doing for human readers, but it is not a prerequisite here.
- What if the answer genuinely is not written anywhere?
- It says it does not know and offers a handoff. The question is logged so you can decide whether it is worth documenting.
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