Introducing Smart Search for Help Center Search Follow

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18 comments

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    Liang Dai

    API is now updated with Smart Search, and API users will get the same search results as in HC webpage.

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    Amanda Winston1

    How can we check to see if we have the new Smart Search?

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    Di Xu

     

    Hi Allen,

    Currently, API based HC Search is not powered by Smart Search. However, we will update it soon so that these two become consistent, so that API based tools can also take advantage of Smart Search. We will keep you updated soon.

    In terms of the autocomplete feature you mentioned, have you tried Instant Search we released earlier https://support.zendesk.com/hc/en-us/articles/218467707-Help-Center-Instant-Search-is-Available-for-All-Customers ? It is one of our native support without extra script in the search box.

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    Michael Sheetz (Edited )

    Hey Rim,

    Almost all accounts now have the potential to use smart search.  The only ones that can't use it are accounts that don't have enough data present (if we don't have enough data, the smart search cannot yield accurate results).  However, if you are using a custom Help Center theme code changes and updates to the help center templates are not pushed to avoid causing issues with your custom theme that the new updates could create. 

    To get new Help Center features and updates, you can either switch to a new theme and it will have new updates automatically or we often provide how to guides on implementing the code needed for the features.  Here is a link to an article with more information on new features.

    I hope this helps!

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    Andreas Schuster

    Hi there, is there a way i can somehow exclude search results? Problem is that it shows too many duplicates, which are confusing the customer.

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    Di Xu (Edited )

    @

    The feature is generally available now. Once your Help Center has been launched, we will assess its eligibility with this feature, which might take some time. If turns out Smart Search can improve relevance ranking on your help center, we will enable it for you.

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    Jin Sun

    @Di Congrats dude

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    Liang Dai

    @Diana,

    There is no direct impact on article weight at this stage. We still rely on our original algorithm to find top articles, and Smart Search will do some adjustment after that.

    @Thibault,

    Widget search is powered by API Search. As we may have mentioned earlier, API search is not enabled with Smart Search yet, but we will soon update the API to make it consistent with HC. Widget search will get Smart Search automatically once we update the API. Smart Search can rank more relevant results higher, which could benefit widget search.

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    Thibault Mortier

    Would this also impact the Widget search in the HC ?

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    Christian Colding

    Hi Andreas,

    It's not possible to exclude search results, but could you elaborate a bit on why you have duplicated content? You are also welcome to send a link to an example that we can test out if you want.

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    Diana Cerame

    How will this affect an article's weight, which is currently calculated by title, body content, and manually applied tags?

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    Rim Hamdi

    Hey Michael, this definitely helps! I already updated my HTML pages with the corresponding placeholder, to implement the feature in the HCs using a custom theme. Many thanks :)

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    Allen Hancock

    This is very exciting.

    How does this play with API based tools many people have used to enhance the HC search already?

    Would solutions such as:

    https://support.zendesk.com/hc/en-us/articles/203661396-Adding-autocomplete-to-your-Help-Center-search-bar

    Need to be removed to take advantage of Smart Search?

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    Di Xu

    @Amanda

    A majority of our customers are now powered by Smart Search, and it will soon be available for everyone.

    Thanks.

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    Carolyn Clancy

    How soon will it be available? We are just 3 weeks away from launching our Help Center.

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    X X (Edited )

    Hi, will searching for labels be possible in the near future?
    If a users search phrase contains a match for an article's label, then the instant search should autosuggest that article. 

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    Allen Hancock (Edited )

    I'm very interested in knowing how to tell if Smart Search is enabled for our hc, so we can leverage its capabilities.

    If this means removing the API based search scripts we have setup now, please let us know when, and if we should put some other code in its place. 

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    Rim Hamdi

    Hello,

    How do I know whether my HCs belong to the "small percentage of accounts ineligible for this feature"?

    HCs I manage (which include the search functionality) are: https://support.fon.com/hc/, https://support.gramofon.com/hc/, https://support.vodafone-wifi.com/hc/, https://business.vodafone-wifi.com/hc/, https://help.everyfi.com/hc/.

    Thank you!

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