About semantic search and how it works

Return to top

31 Comments

  • Orsolya Forster
    Zendesk Product Manager

    We're keen to learn more about your help center search experience. To share your feedback with us, use this Feedback form. Cheers!

    0
  • Preston Coppage

    How do we know if our Help Center has been updated with this new search experience? 

    1
  • Brett Bowser
    Zendesk Community Manager
    Hey Preston, there is no quick way to check your account to see if it's been updated. Our plan is to make this addition available for all English language help centers using the Copenhagen theme by early Q3 the latest (except for federated search). Additional languages, federated search and APIs will follow. 
    1
  • Josef Prandstetter
    Zendesk Luminary

    Brett Bowser:

    1. Is Instant Search supported from the beginning?
    2. Can you give a very rough timeline for federated search support?
    0
  • Orsolya Forster
    Zendesk Product Manager

    Josef Prandstetter instant search is not yet supported, neither is federated search. As we're evaluating these expansions down the line, I'll be able to share a timeline, but not at this moment. Our next milestone is to expand the service to all English help centers with the Copenhagen theme, as Brett wrote above, by early Q3.

    We are working on a quick solution so customers can check if the service has been enabled for them already or not yet. Cheers!

    0
  • Thomas D'Hoe
    Community Moderator

    Hi Orsolya Forster

    Correct me if I'm wrong, but custom help centres will need to be updated manually? 

    2
  • 이지훈(Lee jihoon)

    It's what I was expecting!

    Are there any plans to apply it to the Korean help center? If so, when?

    0
  • Orsolya Forster
    Zendesk Product Manager

    Thomas D'Hoe no, custom help centers don't require additional setup.

    이지훈(Lee jihoon) language extensions are on the roadmap but I can't yet share a release time. We're working on the expansion constantly and aim to get the service out to all Guide customers as soon as possible.

    Cheers!

    1
  • Becky Evans

    Hi, this sounds like a great enhancement. Is there anything we can do to help train our own help center?

    0
  • Darenne
    Zendesk Customer Care

    Hi Becky, 

    Thanks for your response. 

    This implementation is automatic and requires no additional work on your end. However, we are still expanding this feature and our dev team will definitely give us an update on this. 

    0
  • Becky Evans

    Hi Darenne, Thanks, and sorry I wasn't clear. I understand that it is automatic and see that it has already been rolled out in our help center. My question is about when we see searches that don't return expected results. I see that Zendesk is requesting us to submit a feedback form each time, but that's not very practical. It would be nice if there were things our Agents could do on our end to help train the AI in real time. Cheers! 

    0
  • Leandro Albuquerque

    Hi Zendesk team, is it already available for Community search as well?

    0
  • Darenne
    Zendesk Customer Care

    Hi Becky Evans

    You mentioned that when there's a search that doesn't return the expected results, it asks you to submit a feedback form. Can you please clarify to us what you meant by the feedback form? In what instance are you seeing it too? 

    0
  • Becky Evans

    Darenne No, I meant the feedback form linked by Orsolya Forster above and at the end of the other article https://support.zendesk.com/hc/en-us/articles/5641000272922-Announcing-semantic-search-in-Guide- 

     

    0
  • Darenne
    Zendesk Customer Care

    Hi Becky Evans 

    Thanks so much for patiently waiting on this matter! I just confirmed with our internal team that training AI is not yet on the roadmap. If you encounter any issues, we suggest that you file it as a request via the same link provided by Orsolya. 

    0
  • John

    Hi Zendesk,

    I have confirmed that our HC is not yet enabled for Semantic search by checking the <head> element. When can we expect this feature to be available for us?

    -- UPDATE --

    Actually I realized it was only enabled in LIVE theme but when previewing another theme in development, Semantic search is not enabled. It would be great to have the feature enabled consistently for testing during development.

    0
  • Gwyn Mabo

    We have checked our Help Centre and semantic search is not yet enabled. Will we receive an update to let us know when it is? Are there any time scales you can supply for when this will be enabled for all accounts?

    0
  • Mike McGuffie

    At present, content inside an accordion is invisible to the search engine. Will this change?

    1
  • Orsolya Forster
    Zendesk Product Manager

    Becky Evans no change in knowledge management is anticipated for semantic search, as the keyword search did not change, it got boosted with semantic matches.

    John, thanks for the feedback!

    Gwyn Mabo, we will try to share the next milestones as we see them more clearly. 

    Cheers!

    0
  • Dora Abrahao

    Hey! 
    About the metrics CTR and MRR, how will they be available for us to analyze? 
    Is there a dash in which we can check users' most frequent searches (terms) and the metrics (CTR mainly)?
    Thanks!

    1
  • Mike DR
    Zendesk Customer Care
    Hi Dora! Which dataset are you after? We have a list of datasets here: Understanding datasets
    0
  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Mike McGuffie Assuming that the text is written in the article editor and thus part of the article content it will keep being searchable.

    0
  • Adam Goodell

    Hello,

    Semantic search is not enabled for me yet either. Are time scales available when this will be enabled? 

    0
  • Viachaslau Skorbezh

    Orsolya Forster Gorka Cardona-Lauridsen Why Ukrainian language is not mentioned in the list even with "Not planned" clause? Guide supports this language so please add such information 

    1
  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Viachaslau Skorbezh Thank you for pointing this out. By mistake, we had forgotten to add the Help center languages that are supported via crowdsourcing. We will add Ukranian together with the other missing languages to the list.

    1
  • Subin Binu

    I believe early Q3 is past us. Is there a clear timeline on when to expect this feature?

    0
  • CORE Help Admin

    We have been waiting all this year for our help center to get the semantics search...how long will it take Zendesk to roll it out to all? Our existing search is not that great and we have been hoping this would help us, Can we get an update as to what's going on?

    1
  • Shawna James
    Community Product Feedback Specialist
    Hi all, thank you for continuing to provide your feedback here. We are aware of your request for more information and will look to get a reply here as soon as we are able. If you are interested, you can post your product feedback and feature request in our Guide Feedback forum. This is our centralized place for product feedback on Zendesk products that is regularly monitored by PM's for a reply. Here is a feedback template to get you started. Thank you again!
    1
  • Web User 4104644a592d2860bc31fc87

    Hi, is there any update on when this is planned for instant search? You mentioned Q3 being your next milestone.

    I'm currently planning our help centre and am a bit cautious of relying too much on search, because instant search doesn't work very effectively (in my experience). This update would probably make a big difference.

    0
  • CORE Help Admin

    It seems we are waiting way too long for the Semantics search to be enabled on our help center. It is very frustrating because our current Zendesk search is so bad...our search analytics are not improving ad we were hoping this could help us. No one at Zendesk is giving a timeline for us...we have been their customers since 2017 now. This is causing us lots of search related issues and the default search itself should have been good. Our users now use Google search to get to our help center articles as that is much more accurate and better. It has been a year now since you rolled it out in the first place...what is taking you so long to roll it out to us???

    0

Please sign in to leave a comment.

Powered by Zendesk