eSearch
Helping your customers to find the right information online
Millions of customer contacts begin with the search for information on a company's website – and end with the wrong search results, which often leads to the first disappointment. Even though the information exists, it is rarely found straight away. In view of the abundance of information available, a classic key-word-based search is often no longer enough to return relevant answers to specific questions.
arvato’s eSearch semantic online search function determines the actual core of a customer query and immediately helps your customers by returning relevant search results. For example, when booking a flight a customer searches for the term “legroom” and the system returns suggestions such as “Can I reserve seats near the emergency exits?” or “Where can I find seating plans for the Lufthansa fleet?” This reduces the volume of needless queries through the service center.
The Solution
- Relevant search results
Natural language interpretation of the search terms, taking multiple meanings and contexts into consideration, for relevant search results – available in many languages - Editorial management
Targeted establishment of a model question catalog with the right answers, which is continually expanded - Diverse inclusion options
Web, App, Facebook or through an interface - Learning ability
Ongoing analysis of preferred answers allows a ranking of different answers
