Update (July 22, 2016): API is now updated with Smart Search, and will get the same search results as in HC webpage.
We're excited to announce Smart Search, a new search ranking algorithm for Help Center (HC) that returns more relevant results for HC article search. Smart Search uses machine learning technology to understand how customers interact with search results and reranks them based on those signals.
How does Smart Search work?
Smart Search learns how end users interact with HC search results to understand whether some articles are more relevant to specific queries, and then it uses machine learning technology to build models to generalize those associations and reranks search results to surface more relevant results to the top.
During our earlier evaluation among beta customers, we found Smart Search can effectively reduce tickets created through HC search by 10%.
How to get it?
All eligible HC customers will get this feature automatically. End users may receive improved ranking orders for some search results if a HC is eligible for Smart Search.
There are a small percentage of accounts ineligible for this feature, and we are actively working on the next phase so that we could introduce Smart Search to those accounts to continue improving HC search quality.