W H I T E P AP E R
S e a r c h i n g f o r I n f o r m a t i o n Ac c e s s S o l u t i o n s :
C a n I t B e D e l i g h t f u l ?
Sponsored by: Coveo
W H AT M A KE S SE ARCH GRE AT?
A great search solution requires more than a search engine. Search engines are
useful technologies. But to transform a technology into something that is useful and
approachable, search applications must extend the basic search engine to include
additional features and technologies.
These might include:
! Tunable relevance to make results more contextually accurate and relevant.
Customers often know the best answer to a frequently asked question. They
should be able to ensure that the best answer shows up at the top of the results
list. Sometimes, the best result may change, based on the role or preferences of
! Categorization and clustering for browsing results, exploring collections, or doing
queryless searches. These technologies give users clues about where to find
information, and how it is organized. They form the basis for many visualizations.
! Text analytics to extract concepts; names of important people, places, and
things; and their relationships to each other.
! Specialized vocabularies, ontologies, and taxonomies to remove ambiguity or to
adapt an application to a particular industry or task.
! Additional rich media technologies like speech or image recognition to
understand what speech recordings, images, or videos are about, thereby
incorporating these formats into the information platform.
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But this is still not enough to create a great search solution. The tools and interfaces
that turn the bundle of technologies into a trusted, valued information access platform
make the difference between users flocking to or fleeing from a knowledge center, an
intranet, or a customer service portal. They are