As Zendesk expands its AI model to cover more search channels, semantic search will continue to be rolled out into additional areas.
You can use the information in this article to better understand the rollout plan and how to determine whether semantic search is enabled in your help center. If it is not yet enabled, you can determine the rollout status, based on your content type, language, and search channel.
How to check if your help center is enabled for semantic search
The semantic search implementation for Guide customers has started. As the rollout continues, it will expand to all Guide customers. You can use this procedure to determine whether your help center is currently enabled for semantic search.
- Perform a search in your help center.
- On the search results page, open Inspect element in your browser.
For example, in Chrome, right-click the search results page, select Inspect from the menu, then click the Elements tab.
- Select the <head> tag, then examine the
guide_search/semantic_search_enabledelement.If the element is set to "false" (as shown in the image below), semantic search is not yet enabled in your help center. If the element is set to "true," then semantic search is enabled.
Understanding the rollout plan
As the Zendesk AI model expands to cover more search channels, semantic search will continue to be rolled out into additional areas. Specifically, the semantic search rollout will be phased into content type, search type, search channel, and language.
If semantic search is not enabled in your environment, you can refer to the following tables to understand the coverage status for each area.
For example, let's say your help center has the following characteristics:
- Content type: Articles, community posts, and external content
- Help center search type: Uses two-pane search
- Search channel: Uses help center search engine results page and knowledge in agent workspace
- Language: English and French
You can use the rollout tables to understand that while your content type and help center search type are supported, only one of your two search channels is currently supported by semantic search (search engine results). Knowledge in agent workspace is not currently supported, but is planned, and will be supported in the future.
In addition, only one of your two help center languages is supported, English. Your French help center content is not yet supported by semantic search, but will be in the future.
Rollout by content type
See the following table for the coverage status for each content type. Possible coverage statuses include:
- Covered: Currently supported by semantic search
- Planned: Not yet supported by semantic search, but planned for a future release
| Content type | Coverage status |
|---|---|
| Articles | Covered |
| Community posts | Covered |
| External content | Covered |
Rollout by help center search type
See the following table for the coverage status for each content type. Possible coverage statuses include:
- Covered: Currently supported by semantic search
- Planned: Not yet supported by semantic search, but planned for a future release
| Help center search type | Coverage status |
|---|---|
| Two-pane search | Covered |
| Unified search | Covered |
| Federated search | Planned |
Rollout by search channel
See the following table for the coverage status for each content type. Possible coverage statuses include:
- Covered: Currently supported by semantic search
- Planned: Not yet supported by semantic search, but planned for a future release
- Will not be supported: Not supported by semantic search
| Search channel | Coverage status |
|---|---|
| Help center search engine results page (SERP) | Covered |
| Instant search | Planned |
| Request from article suggestions | Planned |
| Unified search API | Planned |
| Articles search API | Will not be supported |
| Posts search API | Will not be supported |
| Web Widget help center search | Planned |
| Knowledge in Agent Workspace | Planned |
Rollout by language
See the following table for the coverage status for each content type. Possible coverage statuses include:
- Covered: Currently supported by semantic search
- Planned: Not yet supported by semantic search, but planned for a future release
- Not planned: Not supported by semantic search, and not currently planned for a future release
| Language | Coverage status |
|---|---|
| Arabic | Covered |
| Bulgarian | Covered |
| Catalan | Covered |
| Croatian | Covered |
| Czech | Covered |
| Danish | Covered |
| Dutch | Covered |
| English (all variants) | Covered |
| Finnish | Covered |
| French (all variants) | Covered |
| German | Covered |
| Greek | Covered |
| Hebrew | Covered |
| Hindi | Covered |
| Hungarian | Covered |
| Icelandic | Not planned |
| Indonesian | Covered |
| Italian | Covered |
| Japanese | Covered |
| Korean | Covered |
| Latvian | Covered |
| Lithuanian | Covered |
| Norwegian | Covered |
| Persian | Covered |
| Polish | Covered |
| Portuguese (Brazil) | Covered |
| Romanian | Covered |
| Russian | Covered |
| Serbian | Covered |
| Simplified Chinese | Covered |
| Slovak | Covered |
| Slovenian | Covered |
| Spanish | Covered |
| Swedish | Covered |
| Thai | Covered |
| Traditional Chinese | Not planned |
| Turkish | Covered |
| Ukrainian | Covered |
| Urdu | Not planned |
| Vietnamese | Covered |