A key component to match a question to the correct answer is how the search question (query) is asked. Controlling how people ask questions is not always possible, but you can provide guidance for agents and colleagues during the product training process.
Following these guidelines will help you structure questions that are more likely to yield accurate and relevant responses, enabling you to efficiently gather the information you need.
Be clear and specific
Start with a clear idea of what information you need. Avoid vague questions.
Example of vague question: "Tell me about AI."
Improved specific question: "What are the current applications of AI in healthcare?"
Use keywords and phrases
Include relevant keywords that directly relate to your topic of interest. But use them in context!
Example of query missing context: "best practices"
Context-based example: "Best practices for remote team collaboration tools"
Provide additional context (if necessary)
Additional context can help refine the search results.
Example: "What are effective strategies for customer retention?"
Example with additional context: "In the context of small businesses, what are effective strategies for customer retention?"
Avoid ambiguity
Ensure your question is unambiguous to prevent misinterpretation by the search tool.
Example of ambiguous question: "How to improve productivity?"
Clarified question: "What are proven methods to increase individual productivity while working remotely?"
Ask one thing at a time
Break multiple questions down into separate queries for better results.
Example: "What is the impact of traffic accidents and how can we mitigate it?"
Revised questions: Ask first "What are the main impacts of traffic accidents on metro areas?" and then ask "How can we mitigate the impacts of traffic accidents on metro areas?"
Consider the type of answer you want
Do you want a factual answer, an explanation, a list, or an opinion?
Example: "List of renewable energy sources suitable for residential use."
Example: "Explain the types of renewable energy sources suitable for residential use."
Be concise
Keep your question concise while ensuring it captures the essence of what you are seeking.
Example: "Comparison of leading project management software tools."
Avoid jargon
Use language that is clear and widely understood to ensure accurate results.
Example with jargon: "Proprietary algorithms in fintech"
Example without jargon: "How do algorithms impact financial technology innovation?"
Review and refine
Before submitting your question, review it to ensure it is structured well and free of errors. Refine as needed to improve clarity or specificity.
Experiment and iterate
If you are not getting the desired results, try rephrasing your question or breaking it down into smaller parts. Experiment with different keywords or phrasing to refine your search.
