Trends Report

Get Better Results — Virtual Agents Are Key To Improving Site Search

December 1st, 2015
With contributors:
Patti Freeman Evans , Anjali Yakkundi , Rebecca Katz , Laura Glazer

Summary

As technology has become increasingly sophisticated, consumer search expectations and behaviors have evolved. Unfortunately, traditional site search technology has failed to evolve at the same pace. Leading customer-centric organizations are turning to virtual agents to help address shortcomings in online search functionality resulting in a combined single-search solution that allows customers to find relevant, contextual, and accurate answers to questions quickly and easily during both online and mobile engagements. This report highlights the ongoing challenges and limitations of site search technology, how you can utilize virtual agents to fill in gaps where search currently falls short, and hurdles that eBusiness professionals will need to overcome to deliver excellent customer experiences through a single search solution.

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