Frequently Asked Questions (FAQs) are a great initial reference for potential customers looking for help with your product. FAQs should be carefully drafted and present solutions to the most common issues a user can encounter.
However, most search implementations for FAQs are keyword-based: They require users to hit the exact words used in your FAQ database. Wouldn’t it be nice if search systems for FAQ could better understand the intent behind a query? That’s what we’ll cover in this article. Keep reading if you want to learn more about adding semantics to your FAQ search system.
A database of well-curated FAQs can enhance the user’s self-help experience, while minimizing the burden on customer support. If your FAQs are helpful and detailed, they can make a big difference in terms of customer satisfaction. But the larger your FAQ collection, the more concerned you should be with ensuring that it’s easily searchable for your users.
A typical naive FAQ search system requires the user to formulate a query in the exact (or near exact) terms used in the question you’ve addressed. That’s not very user-friendly — what if a user is looking for information on how to deal with “lost login credentials”, but your FAQs only offer an answer to “How to reset my password”?