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Research Report

Preparing for Intelligent Search

This report is for Support Services members only

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Investing in analytic-based search technology is one of TSIA’s top recommendations to improve support technician productivity and customer self-service success. However, having spoken with dozens of companies before, during, and after an implementation of intelligent or cognitive search, it is clear that many companies are not doing adequate preparation or resourcing for the project, and as a result, the return on investment may not be as high as anticipated.

Based on inquiry conversations, member workshops for support technology and self-service capability assessments, and interviews with TSIA partners, TSIA has identified 10 things that companies should do prior to a search platform implementation to improve time-to-money for project impacts. Companies considering initial or incremental investments in search technology, or companies who have implemented but find their results less than anticipated, should understand the ramifications of each of these 10 recommendations and make sure they are accounted for in their project plans.

Authored By:

John Ragsdale

Distinguished Vice President, Technology Research, TSIA

Publish Date: May 14, 2021

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Peg Rodarmel, SVP, Subscription Services, Infor

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