Smart Answers

Fusion Smart Answers brings the benefits of a versatile, scalable enterprise search platform to virtual assistants and chatbots.

This robust Q&A system makes use of advanced deep learning techniques to match question/answer pairs and enable self-service for employees and customers, increasing search relevance and saving cost on answering incoming queries.

These features bring traditional search relevancy development and data science together into an easy-to-use configuration framework that leverages Fusion’s indexing and querying pipelines.

Even if you don’t have an existing set of recorded interactions for question/answer pairs, you can still build a robust Q&A system using our cold start solution, which improves relevancy by using machine learning (dense-vector semantic search) based on content documents.

You can enable Smart Answers using one of two methods, depending on the kind of data you already have:

The FAQ solution The cold start solution

Use this solution when you already have a collection of questions that have been asked before, and their answers.

  • Input: A dataset of question/answer pairs.

  • Training module: Deep learning

See the FAQ solution for instructions.

Use this solution when you have no (or not enough) historical FAQ data.

  • Input: A body of content that can be used to answer questions.

  • Training module: Word2vec

See the cold start solution for instructions.

Each method requires a different model training procedure, but the model deployment procedure is the same for both.

The system combines the power of Solr and neural dense vectors search from deep learning. Neural dense vector retrieval transfers documents into a digital vector space to incorporate semantic and contextual information into query understanding.

Example business use cases

Call center or IT support
  • Embed this system as a self-help feature on your Help page or Contact Us page to reduce the call center load.

  • Make it available to your customer support team to find the answers to already-solved problems.

Questions about products for e-commerce:

E-commerce websites can use this system to search "how to" content, product user manuals, or existing product questions. For example, amazon.com provides a search function on questions about each product.

Search in Slack, email conversations, or SharePoint FAQ docs

You can achieve fast knowledge extraction by applying this solution to these types of knowledge repositories.

Improve search for long queries

The cold start solution utilizes word embedding methods to capture semantic and contextual information for long queries or natural language questions. The cold start solution doesn’t require FAQ training data. Instead, it can use word vector training combined with Solr scores using our provided query pipeline.

Default pipelines and stages

In Fusion AI, Smart Answers is enabled using two default index and query pipelines, both called "question-answering".

After training a model and uploading it to Fusion, you must perform some basic configuration on these pipelines. For advanced configuration tips, see Detailed Pipeline Setup.

"question-answering" index pipeline

question-answering default index pipeline

"question-answering" query pipeline

question-answering default query pipeline