Generative Search (GenSearch) feature overview
ExpertAI (also called GenSearch) is a Retrieval Augmented Generation (RAG) system designed to revolutionize the way companies manage and utilize their knowledge. Unlike external LLM tools, GenSearch leverages a unique approach to enhance the user's knowledge journey, as it provides precise and reliable answers based on your knowledge base content.
Because it ensures that Expert knowledge remains the guardrail and source of truth, GenSearch offers you a competitive advantage through low-effort, high-quality responses. GenSearch improves search efficiency, reduces support needs, and increases customer satisfaction by enabling users to source relevant, concise information without relying on public sources or language model data alone.
Prerequisites
- NICE license
- The latest version of Expert
- Available to all user types
- Access can be enabled by user type or group
Key features and functionality
- Ask natural language questions and receive natural language answers.
- View source pages, and filter GenSearch responses the same way you use traditional Search.
- Examine generative responses to inform content enhancements.
Benefits
- Gain a competitive advantage: Customers expect seamless GenAI capabilities; meet that expectation with low-effort, high-quality responses.
- Reduce time needed to self-serve: Consumers can source relevant, concise information without reading multiple articles. Users ask natural language questions and receive natural language answers, which decreases the time to acquire knowledge.
- Improve search efficiency: Decrease query resolution time to reduce support needs and escalations.
- Customize your search experience: Smoothly incorporate your organization's unique queries, permissions, and needs.
Outcomes
- Increased customer satisfaction
- Increased search efficiency
- Reduced support needs