Hello!
We have been live with using Virtual Agent (Charlie) for HRSD for several years now. We started out with 4 topics and are slowly expanding the number of published topics based on search terms our Caregivers are searching for when using Charlie. Our HR portal is configured in the Employee Center Core Application.
Included in our expansion is the feedback received at the end of each interaction by the caregiver using Charlie.
We have been struggling with the user experience when using Charlie to search for things. Originally, the Search config app/Search profile, was configured to search all of our KB's and catalogs. This has led to some confusion as Charlie is only accessible via our HR Portal and the expectation (feedback) is that the end user expects to only see HR related content. That was a fairly straight forward fix in creating a new Search Configuration Application and Search profile only using the HR KB and Inquiry catalog.
Now comes some other feedback that we are struggling with being able to resolve and where I am hoping the community can shed some light on what we are missing or could be doing differently.
Our HR portal is configured to use AI Search and uses the same Search Application that Charlie uses. However, when a user searches for a word, say "nursing" on the HR Portal, they receive a list of Catalog items and Knowledge articles that match the search word as depicted here:
When I use "nursing" in Charlie, I am presented with a single catalog item:
If I select "Show me more on "nursing"" I am presented with a list of articles and catalog items that don't align the same as the portal search results:
Our configuration:
Portal record:
Charlie:
*Note: we set the Fallback topic type to use the same Setup topic as AI Search fallback to see if it would help with search results, it did, but more so in how the search results were listed (Titles as displayed above vs. the Title and a small summary).
Search Application configuration:
Search Profile configuration:
Ideally, what we are looking for is a unified search experience for our end users regardless of whether they are searching via the Portal or via Charile. Meaning, the search results are similar. Also, we like this view of the search results in Charlie where it provides the title and a brief description of the article. This is from our Test environment which is the same as Prod. The Fallback Topic type is HR Search Fallback Topic. and the AI Search Fallback is set to HR AI Search - Fallback.
Is it possible to have the same results list returned in VA that one sees when searching via the Portal? Is it possible to configure the AI search results to display the title along with a brief description for articles? If so, how? Or do our expectations just need to be adjusted?
Our team have read quite a few community posts and documents but can't seem to connect all the dots.
Any guidance would be greatly appreciated. If you need additional information, please ask and I will be more than happy to supply it.
Regards,
Jeremy
