Intelligent Search

Note:

Your organization must subscribe to Intelligent Search before using it in the digital workplace. To obtain this feature, contact your Customer Success Manager or email the Customer Success team. 

 

Intelligent Search on the Advanced Search page is limited to indexing and retrieving content stored within the digital workplace while improving the search experience through Retrieval Augmented Generation (RAG). RAG enables generative AI responses without the need for costly AI model training with large datasets while maintaining strict content access permissions.

Intelligent Search on the Advanced Search page.

Sections in this article:

Considerations

  • Indexed content: The following content and items are indexed.
  • Unindexed content:  The following content and items are not indexed.
  • Search Box widget: Intelligent Search does not support the Search Box widget.
  • Supported languages: Currently, Intelligent Search only supports English language queries.
  • AI Hallucinations: AI has some impressive capabilities, but it is not perfect. For this reason, the Intelligent Search user interface includes a message encouraging users to verify critical information. An AI hallucination refers to a situation where an artificial intelligence model produces output that is factually incorrect, misleading, or entirely fabricated, despite appearing plausible. These fabricated responses are not based on real data or knowledge, but rather arise from the model's attempt to generate coherent and contextually relevant text. You should always verify critical information, cross-check facts obtained from AI with reputable sources, such as official websites, academic publications, or trusted news outlets.

Use Intelligent Search

While Intelligent Search is generating answers, it will display a series of messages narrating what step of the process the AI is currently performing. The messages may include: 

  • Thinking…

  • Analyzing your request…

  • Summarizing findings…

  • Drafting an answer…

  • Generating response…

  • Finalizing…

  • Almost done…

Results are presented in two columns at the top of the Advanced Search page. One containing the generated response and the other containing the AI-recommended source data that matches the query as answer cards. Intelligent Search retrieves information and only presents answer cards if the confidence score exceeds the minimum threshold of 30%. These answer cards are displayed on the right side.

When first launched, Intelligent Search will provide beneficial results; however, as more content becomes available and user feedback is incorporated, the results will continuously improve. You can indicate whether information was helpful by selecting the Helpful or Not Helpful buttons below the generated response or in the menu of the answer card. When you select Not Helpful, you will be presented with the following options to help the system learn faster and deliver more accurate results: 

  • It was completely irrelevant to my question.
  • It was on the right track but didn't give enough detail. 
  • It answered my question but the content is incorrect or outdated 
  • I have another reason. 

After selecting I have another reason you will be prompted to provide more details to help diagnose and fix edge cases in improve future responses.

Only content to which you have at least Read access will be included in your search results. Content is re-indexed daily, which may affect which content is returned to you. 

Intelligent Search implementation

The typical Intelligent Search implementation takes approximately 60-90 days, with key milestones scheduled before and after the go-live date. These milestones are shared and coordinated between the customer and Igloo's team to ensure alignment throughout the project.

After you purchase Intelligent Search, your Igloo team will support you in the activities that ensure the best possible outcomes for your initial launch. These activities include: 

  1. Evaluate your digital workplace's content and clean up outdated content to ensure high-quality data ingested from it is in a format suitable for indexing. See the Clean up your digital workplace section below.
  2. Document your organization's language, jargon, and acronyms, and provide corresponding synonyms and definitions. See the Create an Organizational Synonym Map section below.
  3. Validate the data collection's search results with a Beta testing group. See the Verify Intelligent Search with a Beta Testing Group section below.
  4. Train your organization's users on how to use Intelligent Search.

Clean up your digital workplace

To clean up your Igloo digital workplace before data collection, consider making the following changes: 

  • Eliminating Redundancies: Remove duplicate files or content to maintain clean, streamlined information.
  • Maintain a Single Source of Truth: Ensure that only the most recent, approved versions of content or files are retained for consistency and reliability.
  • Convert critical information to Wikis: To ensure the information is indexed, convert critical information stored in HTML content widgets on pages to wikis. 

Cleaning up and reducing digital clutter increases the reliability and effectiveness of Intelligent Search's results. 

Create an Organizational Synonym Map

To optimize Intelligent Search, gather information on specific acronyms, common keywords, and interchangeable synonyms used by employees within your organization.

  • Acronyms: Which specific acronyms do your organization's members search for frequently?
  • Synonyms: Which terms are used interchangeably within your organization to description similar concepts (e.g., Paid Time Off = Vacation)?
  • Recommended results: What common keywords are used in search by your organization's members that are mapped to areas of your digital workplace (e.g., vacation -> "HR Policy: Paid Time Off")?
  • Partner applications and organizations: What are the external applications, platforms, and partner organizations your organization interacts with regularly? This includes software tools, service providers, and collaborative partners. Determine how these partners and applications are colloquially referred to within your organization, which might include shortened names, nicknames, or internal slang.

Your Igloo team can help you refine or expand on these areas to increase the effectiveness of Intelligent Search using custom reports located in your Customer Care Room, such as the following: 

  • Digital Workplace Architecture Report: This report helps the digital workplace clean up.
  • Content Audit Report: This report helps the digital workplace clean up. 
  • Search Audit Report:  This report helps create your synonym list.

Verify Intelligent Search with a Beta testing group

Once Intelligent Search has been added to your digital workplace, you can verify its effectiveness before releasing it to your entire organization. Your Igloo team will help guide you through this testing phase: 

  1. Identify Beta testing group: Select a diverse group of users representing various roles and expertise within your organization. Aim for a balanced mix of individuals to gather comprehensive feedback.
  2. Develop QA questions: Prepare 25-50 targeted questions to evaluate the system's effectiveness. Focus on testing:
    • The search engine's ability to understand synonyms and acronyms.
    • The accuracy and relevancy of search results.
    • User access and permissions settings to ensure appropriate data visibility.
  3. Establish a feedback loop: Establish a clear process for testers to share insights and issues to help refine the system before the full launch.

After testing and any final changes, you can share this new feature with your entire organization or selected groups. To configure which groups will see Intelligent Search: 

  1. On the Userbar, select Control Panel.
  2. Under Optimization, select Search.
  3. Select the Intelligent Search tab.
  4. In the search box, search for a group and select it.
  5. Select Save Changes. 

Lastly, you can connect with your Igloo team to discuss training opportunities for your organization's users.