A $1B annual revenue organization wastes $10M in failed searches every year. This $10M does not include the lost revenue due to missing or unknown information.
Every organization has searching tool or tools that employees use to find internal content. They also use external search engines to find external information. Even if employees find some information, it is their responsibility to figure out information currency, applicability, and usage. Any employee’s wrong decision can cost the organization dearly.
Search tools don’t guarantee accuracy, currency, and applicability of found information. They also don’t know the user’s intent. Artificial Intelligence does not help them either because these tools can’t generate missing information. These tools don’t return results based on a user’s profile. For example a Korean employee would need information relevant to her profile not as per the profile of an Australian employee. If a manager and a director search for term ‘Project’, they both need to get results based on their job responsibilities and not based on what most people clicking. Search engine does not know director or manager’s intent behind searching for the ‘Project’ keyword. This missing intent causes wastage of employee’s time and requires them to review found information for accuracy and currency. Also, the search tool does not provide holistic search results because when someone searches for an information, that person could be performing some workflow or executing a business process. This holistic picture is completely missing from the search tool search.
Smart Playbooks are the only solution to the above problem! They provide holistic relevant information to the user. They train them to consume found information and make delivery consistent across the organization. They also minimize cost of unknown and accelerate change propagation across the organization.
Interested to know more? Contact us today!