As a Customer Success & Search Specialist at SearchUnify, my job is to help my clients help their customers and employees easily find answers to their questions. I’m in the picture because they’ve adopted my company’s B2B cognitive search platform, SearchUnify. To do my job well, I often have to convince my clients that implementing our search in their customer-facing support communities and technical support ticketing systems will not guarantee success. If you’re thinking, “Huh?” then you’re just like my clients! But stay with me. It’s true. Search is not a silver bullet, even one powered by Machine Learning and AI. Don’t let anybody tell you different. Let’s dive deeper to see why.
