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 NiCE KMknowledge 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. As of Dec 2025:
- Over 89% of GenSearches lead to an answer, compared to 67% of traditional searches.
- Almost half of GenSearch users do not view additional content after the response loads. This indicates users are able to find the information they need without the need to visit or read individual articles in the KB.
- Increased search efficiency: It takes nearly 3x as long to read source pages than to read a generative response.
- Reduced support needs: Increased GenSearch usage reduces escalation needs.