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搜索 软件和技术
Cisco 利用 Google Cloud 上的 Elastic 打造 AI 驱动的搜索体验 最高可达 73% 更快的搜索查询
90% 的支持请求在新平台上得到解决
5,000 小时的支持工程师时间每月被节省下来
Cisco 工程师可以快速找到类似的案例信息、产品缺陷以及知识文章,从而加快解决客户问题的速度。
Cisco 重新设计的企业搜索平台由 AI 和 Elasticsearch 提供支持,可确保 Cisco.com 网站用户获得详细易用的结果,并提供可转到相关内容的直接链接,以保持客户的参与度。
Cisco 现在拥有一个先进的企业搜索平台,支持面向内部和外部的搜索应用程序,帮助提高员工的工作效率,从而提升客户满意度。
为客户、合作伙伴和员工提供 AI 驱动的现代搜索体验 Cisco Systems 成立于 1984 年,致力于打造为全球网络经济提供支持的技术。超过 87% 的财富 500 强公司都在使用 Cisco 技术,包括网络硬件、软件、通信设备,以及其他高科技服务和产品。
在 Cisco 运营的许多方面,内容搜索都扮演着非常重要的角色。这包括很多业务关键活动,例如客户支持,其中有超过 11,000 名支持工程师使用搜索工具从数百万文档中检索内容,每年帮助解决收到的两百多万个服务请求。
搜索 也是 Cisco.com 网站的一项重要功能,访客可以从成千上万个网页文件和文档的集合中找到信息,包括数据表和用户手册,以及其他技术、产品和企业资源。
Cisco 首席企业搜索和云架构师 Sujith Joseph 将搜索支持或产品资料比作一座巨大的图书馆,访客需要帮助才能在成千上万本图书中找到特定的一页或一段。他说:“现在,人们都希望能够即时搜索访问到自己所需的信息。让客户和潜在客户认同与我们的解决方案和服务相关的内容是维系这些关系的基础。”
除了搜索结果的准确性以外,结果的返回速度也至关重要。在与支持工程师联系时,即使是半秒钟的延迟,也可能会影响网站点击率或客户体验。
Cisco 希望通过人工智能 (AI) 增强功能和现代化云原生 技术,为许多面向内部和外部的应用程序添加高级搜索功能。一次性升级所有应用程序,操作起来效率低下并且非常耗时,因此,公司决定先重点处理客户支持和 Cisco.com 搜索,接下来再处理内联网搜索等。
在 Cisco 的新搜索平台中,Elastic 处于核心地位 Cisco 此前在组织的其他领域部署过 Elastic 技术,并在 Elastic 支持团队的帮助下,开始探索将 Elastic 置于企业搜索平台核心位置的可能性。
Elastic 向我们展示了他们能够提供 100% 云原生解决方案,其中包含与 Google Kubernetes Engine 的集成。 – Sujith Joseph, Cisco Systems 首席企业搜索和云架构师
Elasticsearch 在 Elastic Cloud on Kubernetes 上运行,现在是 Cisco 新企业搜索架构的核心引擎。Joseph 重点介绍了客户支持工具的性能改进,这款工具名为 Re-imagined Topic Search,可让支持工程师快速检索适用于客户服务请求的文档。
现在,Cisco 支持工程师只要收到支持请求,就可以使用与客户所报告问题相关的错误消息实时搜索类似的案例。Topic Search 工具可以从类似的支持案例、产品错误、知识文章和内部论坛中找到相关的信息。这项新的搜索功能使 Cisco 每个月可以节省 5,000 小时的支持工程师时间。
我们工程师给出的反馈是非常积极的。现在,他们使用 Topic Search 工具可解决 90% 的服务请求。他们可以轻松找到所需信息,并能更快地解决问题,从而提供更好的客户体验。 – Sujith Joseph, Cisco Systems 首席企业搜索和云架构师
Cisco.com 搜索由重新设计的企业搜索平台提供支持,这是一种基于 Google Cloud 服务和 Elasticsearch 构建的 AI 驱动的搜索解决方案 。AI(神经问题生成)用于为 Cisco.com 搜索中的自动建议功能(基于 Cisco.com 上的网页段落创建)提供支持。深度问答解决方案还能够对文本段落进行语义和文本上的混合搜索。
Joseph 表示:“这种预处理搜索查询的能力,意味着我们可以在搜索结果中返回文档中的文本或某个段落。当用户单击结果时,就会将他们直接转到文档的相应部分。相比于我们之前的平台,这是一项非常明显的改进。在以前的搜索平台上,搜索结果可能会将您转到正确的 Cisco.com 网页,但不一定是与搜索查询最相关的特定部分。”
Joseph 强调了 AI + Elasticsearch 在丰富最终用户体验方面的表现。他说:“我们使用深度学习模型来修改或预处理 Elastic 发送到后端的用户查询,这也意味着我们可以生成最相关的搜索结果页面。”
当您将 Elastic 的准确性和速度与 Google Cloud 的强大功能相结合时,便可构建一个非常稳定且极具成本效益的搜索平台,同时为用户提供愉快的搜索体验。 – Sujith Joseph, Cisco Systems 首席企业搜索和云架构师
现在,当输入搜索查询时,系统就会出现一个包含自动建议条目的下拉列表,并且会随着键入更多的字符和单词而实时更新。这其中包括了可反映搜索意图的常见问题,让搜索者可以更快找到相关信息。而且结果页面还会包括产品、视频以及其他建议内容的列表。
提高用户参与度,降低运营成本 应用新搜索功能以后,通过点击率所反映的用户参与度大幅提升,现在搜索查询的响应速度提升了 73%,用户因等待页面加载而丧失兴趣的可能性大大降低。
由于 Elastic 与最新的云技术和平台实现了集成,因此可以帮助我们更快地实现创新。我们能够更快速地交付高度准确的业务信息,整体运营效率也得到提升。 – Sujith Joseph, Cisco Systems 首席企业搜索和云架构师
Joseph 还强调了 Elastic 团队在支持新搜索平台部署方面发挥的作用。他表示:“Elastic 团队提供了非常大的帮助。在项目一开始就带来了很大的不同,确保我们按照正确的方向不断前进。”
在几十个应用程序中推广搜索 自从对客户支持和 Cisco.com 网站推出重新设计的企业搜索平台以来,Cisco 的搜索团队已增加了 50 多个面向内部和外部的应用,包括 Cisco 内联网。他们正在为 Cisco 的重新设计的企业搜索平台添加更多 AI 工具。对于客户支持,这包括使用 AI 模型 基于客户支持工单自动生成查询,然后发送到 Elastic 以获得内容建议,并立即将建议提供给客户。预测工程师在同一情况下会怎么做有助于节省时间,并更快速地解决问题。对于内联网搜索,Cisco 的搜索团队利用 AI 模型以及根据嵌入的员工支持内容创建的语义搜索 ,提供出色的问答和自动建议体验。这利用了 Elasticsearch 密集的向量搜索 功能。
Cisco 的 ML/AI 和搜索总监 Prem Malhotra 表示:“Elastic 是一个功能丰富的环境,可用于创建各种搜索解决方案。将语义搜索方面的内容结合到解决方案中的能力是搜索进化的关键,Elastic 在这方面有突出的优势。”
“我们许多面向外部和内部的搜索工作负载都是基于 Elasticsearch 构建的。Elasticsearch 的弹性和可扩展性将确保他们在未来数年内以可管理的总体拥有成本 (TOC) 打下坚实的基础。Elastic 最近发布的原生 AI 功能也让人印象深刻。它让我们有机会进一步精简集成和 AIOps 。”— Li Tan,AI 和搜索高级总监
我们在搜索方面取得了重要进步。我们使用 AI 让 Elastic 支持的搜索平台变得更好,并与企业中更广泛的受众紧密相关。 – Sujith Joseph, Cisco Systems 首席企业搜索和云架构师