About AI Services
Portal templates support Instant Answers and type ahead suggestion service that uses semantic search to show results. This feature enhances the search capabilities and provides a smoother, quicker journey for agents and customers via instant answers extracted from the knowledge base.
The support for Semantic Suggestions, Extractive Instant Answers, and Generative Instant Answers is available for agent portals, and anonymous & authenticated customer portals.
Important Terms
Instant Answer
An Instant Answer is an answer that is generated by the designated search APIs in response to a search query, without the user having to navigate away from the search results. When a user inputs a search query on the portal, an instant answer is presented in the search results, either extracted from the article, (also known as an Extractive Instant Answer), or generated by the Generative Instant Answers API that encapsulates the essence of the article about the search query.
Semantic Suggestions
Semantic searches are implemented to enhance search suggestions. This is achieved by incorporating user intent and the semantics of words and phrases to retrieve the most suitable information. This approach transcends mere "keyword matching" by leveraging data that is most closely associated with the entered search query. For example, to find an article, say, "Reset your account details," a user can either input any term from the article's name, which will yield the desired search outcome through a keyword matching technique, or the user can phrase their query as "Forgot password" or "how do I reset my username?" that is better suited for semantic suggestions. With the Instant Answers capability, users are presented with semantic suggestions while running a search on the self-service or agent portal. This setting can be enabled from the Administration Console. For more, information, see Configuring Instant Answer Settings.
Extractive Instant Answers
When a user runs a search on the portal, the best possible answer catering to the context, search query, content, and confidence is extracted as a direct quotation from the article and is presented as an Extractive Instant Answer. For more information, see Using eGain Instant Answers.
Generative Instant Answers
When the Use Generative AI to construct an Instant Answer setting is enabled in the Administration Console, based on the context, the query, the content, and confidence in the answer, the system generates the best possible answer that is then displayed in the search results. This answer could contain references from one or more articles. For more information, see Using eGain Instant Answers.
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