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Busca Software e tecnologia
Até 73% de aumento na rapidez das consultas de busca
90% das solicitações de suporte resolvidas com a nova plataforma
5.000 horas de engenheiro de suporte economizadas por mês
Resolução mais rápida das solicitações de suporte Os engenheiros da Cisco podem encontrar rapidamente informações de casos semelhantes, bugs de produtos e artigos de conhecimento para acelerar a resolução de problemas do cliente.
Uma experiência de busca mais rica A Re-imagined Enterprise Search Platform da Cisco, desenvolvida com IA e o Elasticsearch, garante que os usuários do Cisco.com recebam resultados detalhados e fáceis de consumir com links diretos para onde o conteúdo relevante aparece para mantê-los engajados.
A Cisco agora tem uma plataforma de busca empresarial de última geração que oferece suporte para aplicações de busca internas e externas e ajuda a aumentar a produtividade dos funcionários, levando à satisfação do cliente.
Uma experiência de busca moderna e baseada em IA para clientes, parceiros e funcionários Fundada em 1984, a Cisco Systems desenvolve a tecnologia que move a economia em rede do mundo. Mais de 87% das empresas da Fortune 500 usam a tecnologia da Cisco, que inclui hardware de rede, software, equipamentos de telecomunicações e outros serviços e produtos de alta tecnologia.
A busca de conteúdo desempenha um papel fundamental em muitas áreas de operações da Cisco. Isso inclui atividades críticas para os negócios, como suporte ao cliente, onde mais de 11 mil engenheiros de suporte usam ferramentas de busca para recuperar conteúdo de milhões de documentos que ajudam a resolver mais de dois milhões de solicitações de serviço recebidas a cada ano.
A busca também é um recurso essencial do site Cisco.com, onde os visitantes podem encontrar informações de uma coleção de centenas de milhares de arquivos de páginas e documentos da web, incluindo folhas de dados e guias do usuário, bem como outros recursos técnicos, corporativos e de produto.
Sujith Joseph, principal arquiteto de busca empresarial e nuvem da Cisco, compara a busca de suporte ou materiais de produto a uma vasta biblioteca onde os visitantes precisam de ajuda para encontrar uma página ou parágrafo específico em meio a milhares de livros. “Hoje, as pessoas esperam ter acesso imediato às informações de que precisam por meio da busca. Manter clientes atuais e potenciais alinhados com conteúdo relevante sobre nossas soluções e serviços é fundamental para esses relacionamentos”, afirma.
Além da precisão dos resultados da busca, a velocidade com que os resultados são retornados é fundamental. Um atraso de apenas meio segundo pode afetar a taxa de cliques do site ou a experiência do cliente ao entrar em contato com um engenheiro de suporte.
A Cisco queria adicionar funcionalidades avançadas de busca a muitas de suas aplicações internas e externas com o aprimoramento da inteligência artificial (IA) e as modernas tecnologias nativas da nuvem . A atualização de todas as aplicações de uma só vez seria operacionalmente ineficiente e demorada, então a empresa decidiu se concentrar inicialmente no suporte ao cliente e na busca do site Cisco.com, passando depois à busca na intranet e outros.
A Cisco já havia implantado a tecnologia da Elastic em outras áreas da organização e, com a ajuda da equipe de suporte da Elastic, começou a explorar as possibilidades de colocar a Elastic no centro de sua plataforma de busca empresarial.
A Elastic demonstrou para nós que era capaz de oferecer uma solução 100% nativa da nuvem que incluía integração com o Google Kubernetes Engine. – Sujith Joseph, Arquiteto principal de busca empresarial e nuvem da Cisco Systems
O Elasticsearch , executado no Elastic Cloud on Kubernetes , agora é o mecanismo central da nova arquitetura de busca empresarial da Cisco. Joseph destaca as melhorias de desempenho da ferramenta de suporte ao cliente, chamada Re-imagined Topic Search, que permite que os engenheiros de suporte recuperem rapidamente a documentação aplicável à solicitação de atendimento ao cliente.
Agora, sempre que os engenheiros de suporte da Cisco estão em uma chamada, podem buscar casos semelhantes em tempo real usando mensagens de erro relacionadas ao problema do cliente. O Topic Search fornecerá informações relevantes de casos de suporte semelhantes, bugs de produtos, artigos de conhecimento e fóruns de discussão internos. As novas funcionalidades de busca possibilitaram à Cisco uma economia de 5 mil horas por mês do tempo dos engenheiros de suporte.
O feedback dos nossos engenheiros é extremamente positivo. Eles agora usam o Topic Search para resolver 90% das solicitações de atendimento. Eles podem oferecer uma melhor experiência ao cliente, encontrando informações de forma fácil e assertiva, e corrigindo problemas com muito mais rapidez do que antes. – Sujith Joseph, Arquiteto principal de busca empresarial e nuvem da Cisco Systems
A busca do site Cisco.com é alimentada pela Re-imagined Search Platform, uma solução de busca com IA desenvolvida nos serviços do Google Cloud e no Elasticsearch. A IA (geração de perguntas neurais) é usada para alimentar sugestões automáticas na busca do site Cisco.com criadas a partir de passagens nas páginas do Cisco.com. A solução profunda de perguntas e respostas também tem a capacidade de busca híbrida (semântica e textual) em passagens de texto.
“A capacidade de pré-processar consultas de busca significa que podemos retornar um texto ou um parágrafo de um documento como parte dos resultados da busca. Quando o usuário clica nele, é levado diretamente para aquela seção do documento”, diz Joseph. “Esta é uma melhoria significativa em relação à nossa plataforma anterior, em que o resultado da busca podia levar à página da web correta do site Cisco.com, mas não necessariamente à seção específica mais relevante para a consulta de busca.”
Joseph enfatiza como a IA mais o Elasticsearch enriquecem a experiência do usuário final. “Usamos modelos de aprendizado profundo para modificar ou pré-processar a consulta do usuário que a Elastic envia para o backend”, diz ele. “Isso também significa que podemos gerar páginas de resultados de busca mais relevantes.”
Ao combinar a precisão e a velocidade da Elastic com o poder do Google Cloud, você pode criar uma plataforma de busca muito estável e econômica que também oferece uma experiência agradável para o usuário. – Sujith Joseph, Arquiteto principal de busca empresarial e nuvem da Cisco Systems
Agora, quando uma consulta de busca é inserida, aparece uma lista suspensa de sugestões automáticas que é atualizada em tempo real à medida que mais caracteres e palavras são digitados. Isso inclui perguntas comuns que refletem a intenção da busca e permitem que o usuário encontre informações relevantes mais rapidamente. As páginas de resultados também incluem listas de produtos, vídeos e outros conteúdos recomendados.
Aumentar o engajamento do usuário e reduzir custos operacionais Como resultado das novas funcionalidades de busca, o engajamento do usuário por meio das taxas de cliques aumentou drasticamente, e o tempo de resposta para uma consulta de busca agora é 73% menor, reduzindo a probabilidade de as pessoas perderem o interesse enquanto a página é carregada.
Conseguimos inovar mais rapidamente usando a Elastic devido à sua integração com as tecnologias e plataformas de nuvem mais recentes. Ela também aumentou nossa eficiência operacional de modo geral, em termos de nossa capacidade de fornecer informações de negócios altamente precisas com mais rapidez. – Sujith Joseph, Arquiteto principal de busca empresarial e nuvem da Cisco Systems
Joseph também enfatiza o papel da equipe da Elastic que deu suporte à implantação da nova plataforma de busca. “A equipe da Elastic foi incrivelmente prestativa”, diz ele. “Isso realmente fez a diferença no início do projeto e garantiu que estávamos indo na direção certa.”
Implantação da busca em dezenas de aplicações Desde a implantação da Re-imagined Search no suporte ao cliente e no site Cisco.com, a equipe de busca da Cisco adicionou mais de 50 aplicações internas e externas, incluindo a intranet da Cisco. Eles estão adicionando mais ferramentas de IA à Re-imagined Search Platform da Cisco. Para suporte ao cliente, isso inclui o uso de modelos de IA para gerar consultas automaticamente a partir de um tíquete de suporte que é enviado à Elastic para recomendações de conteúdo que são fornecidas imediatamente ao cliente. Prever o que um engenheiro faria na mesma situação os ajuda a economizar tempo e resolver os problemas mais rapidamente. Para busca na intranet, a equipe de busca da Cisco utiliza modelos de IA juntamente com busca semântica baseada em embeddings de conteúdo de suporte ao funcionário para fornecer uma ótima experiência de perguntas e respostas e sugestão automática. Isso faz uso da funcionalidade de busca vetorial densa do Elasticsearch.
De acordo com Prem Malhotra, diretor de ML/IA e busca da Cisco, “o Elastic é um ambiente rico em recursos para criar uma variedade de soluções de busca. A capacidade de combinar aspectos de busca semântica em soluções é fundamental para a evolução da busca, e a Elastic está bem posicionada para isso.”
“Muitas das nossas cargas de trabalho de busca externas e internas são criadas com base no Elasticsearch. A resiliência e a escalabilidade do Elasticsearch garantirão sua base sólida nos próximos anos com um TOC gerenciável. As funcionalidades nativas de IA lançadas recentemente pela Elastic também são impressionantes. Ela oferece oportunidades para simplificarmos ainda mais nossa integração e AIOps .” — Li Tan, diretor sênior de IA e busca
Fizemos avanços importantes na busca. Usamos IA para tornar nossa plataforma de busca com tecnologia da Elastic muito melhor e relevante para um público mais amplo em nossa empresa. – Sujith Joseph, Arquiteto principal de busca empresarial e nuvem da Cisco Systems