Khoros Search, powered by SearchUnify, is a robust and integrated search solution designed to enhance the user experience within Khoros-powered online communities. Here’s a detailed overview of what the product does and its key features:
What it Does
Khoros Search is a unified cognitive platform that enables users to find relevant information quickly and efficiently across multiple content repositories. This solution is the result of a partnership between Khoros, a leader in digital-first customer engagement software, and SearchUnify, a specialist in AI-driven enterprise search solutions. It transforms Khoros-powered communities into a one-stop shop for content discovery, making self-service support more effective and user-friendly.
Key Features and Functionality
Federated Search
Khoros Search allows users to search across various content repositories, including knowledge bases, blogs, product manuals, and support sites, all from a single search console within the community. This federated search capability ensures that users can find the best answers to their questions, whether the information is located within the community or in external sources like Slack, WordPress, or SharePoint.
AI-Powered Relevance
The platform uses AI-powered algorithms that continuously learn from user behavior to display the most relevant results first. This ensures that users quickly find the best answers to their questions, enhancing the overall self-service experience.
Personalization
Khoros Search offers personalized results and recommendations based on the user’s role, access permissions, behavior, and interests. This personalization is driven by advanced analytics and machine learning models, providing tailored responses that align with the user’s needs.
Intelligent Chatbot
The solution includes an intelligent chatbot built on machine learning (ML), natural language processing (NLP), and unsupervised adaptive learning models. This chatbot fetches accurate results from across repositories, creates personalized and contextual responses, and provides real-time insights. It also uses natural language generation (NLG) to summarize conversations for seamless handoffs to support engineers.
Sentiment Adaptive Responses
The Community Helper bot, an ‘always on’ feature, monitors new discussions and threads and provides meaningful responses 24/7 using sentiment adaptive templates and content repositories.
Advanced Analytics and Reporting
Khoros Search provides detailed analytical reports, including content gap reports, self-service metrics, conversion ratios, and bounce rates. These reports help identify and bridge content gaps, quantify the community’s success, and inform data-driven decisions.
Security and Access Control
The platform ensures data privacy and security by analyzing user profiles in real-time to restrict access to content based on permissions. This ensures that users can only see content from the boards they are authorized to access.
Integration Capabilities
With over 55 native connectors, Khoros Search can integrate with various enterprise platforms such as Salesforce, JIRA, and SharePoint, unifying data from multiple channels and providing a connected experience within the community.
Contextual Ads and Revenue Generation
The solution allows for the creation of contextual ads with custom text and images that appear alongside search results for chosen keywords, enabling revenue generation from the community.
By combining these features, Khoros Search enhances community engagement, improves customer satisfaction, and reduces support costs, making it an essential tool for businesses looking to deliver top-tier self-service support within their online communities.
