Did you know that 80% of consumers can move to a competitor just after one particularly bad experience?
This statistic underscores the need to constantly create a good customer experience, which may have dipped as a result of the lack of ability to retrieve accurate and relevant information. Delays in finding accurate information can frustrate customers, and before you can say ‘abracadabra!’ you’ve lost a customer.
But fret not! Enterprise search solutions continuously evolve, and here are two distinct approaches to tackle this issue: smart snippets and generative answering. These approaches help to enhance customer experience by delivering accurate and relevant data at lightning speed.
Are you curious to know more? This blog explains these two approaches, how they differ, and which approach suits your needs.
So, let’s dive in!
The Power of Smart Snippets and Generative Answering in Search
From traditional keyword search to advanced AI-powered search, enterprise search has undergone a paradigm shift. And these two approaches, smart snippets, and generative answering are another significant leap forward.
Smart snippets are concise, contextually relevant information extracted from a larger text source. This model leverages traditional search algorithms, showing users’ query answers directly on the result page above the search results. It enables users to get answers without going through the search results.
In contrast, generative answering is AI models that generate human-like responses by leveraging deep learning and large language models. For instance, OpenAI’s GPT.
Smart Snippets vs. Generative Answering: Key Differences
Here are the key differences between these two approaches.
Choosing the Best Fit for Your Enterprise
Selecting the right approach entirely depends on your enterprise requirements. While both models are designed for information retrieval, they serve different purposes based on their technology capabilities.
Why choose Smart Snippets?
If your enterprise prioritizes delivering precise and relevant information, and that’s without scrolling down, smart snippets are the perfect choice. They are not just short, accurate, and easy to understand but a quick way to resolve customer queries. It emphasizes the fact that businesses value customers’ time.
Another factor that makes Smart Snippets a go-to choice is “transparency.” When enterprises value transparency and want to show where information comes from, this information retrieval system can provide transparent and traceable information. It helps to build trust with users.
Enterprises can use smart snippets for scenarios like FAQs, troubleshooting guides, and technical documentation requiring clear and concise answers.
Why choose Generative Answering?
If your enterprise prioritizes solving more complex queries and going beyond simple or direct answers, generative answering can help here. It deciphers the user’s query context and offers solutions that require critical thinking and problem-solving skills
For instance, if a customer needs help with a detailed issue related to their product order, generative answering can analyze multiple factors and offer a more comprehensive response.
Generative answering is ideal for virtual assistants, long-form content generation, or customer interactions that require more nuanced understanding.
Generative answering shines bright when there’s a need to walk users through a process, elaborate the concept, or create a guide through step-by-step instructions. It provides clarification, further details, or assistance with complex tasks, not just short answers to users.
Hybrid Approach: Harnessing the Strength of Both Worlds
Imagine a world where you have the power of models, smart snippets, and generative answering. So cool, right? But how is it even possible?
The answer lies in a hybrid approach that combines the strengths of smart snippets and generative answering, making information retrieval easier than ever.
Introducing SearchUnify Cognitive Search and SearchUnifyGPTTM
Leverage SearchUnify cognitive search for smart snippets for concise answers and SearchUnifyGPTTM for generative answering for creative and comprehensive responses.
By analyzing user queries and applying semantic distillation of entities from text, it discerns intent beyond keywords to provide comprehensive, informative, and relevant responses, resulting in an exceptional customer and employee experience.
Don’t just take our word for it. Look at the results these agentic AI-powered solutions have delivered for a leading US company, enhancing its community experience.