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Conversational search

Conversational Search is a modern search experience powered by a Large Language Model (LLM), underpinned by Squiz Search, and mediated by an AI chatbot.

Conversational Search presents itself to the website visitor as an assistant that understands the intent behind a question and aims to deliver a direct answer. The cognitive load associated with information discovery is reduced, particularly for complex queries, thereby increasing the likelihood of a positive outcome and enabling website visitors to achieve their goals more quickly.

It enables website visitors to perform these tasks:

  1. Ask questions by using natural language syntax.

  2. Receive LLM-generated responses from the AI chatbot.

  3. Ask follow-up questions for more detail.

Conversational Search does not replace existing search tools; it complements existing search features by introducing an intuitive, dialogue-based user experience.

Squiz Conversational search is not a development platform.

You can customize the search experience by providing instructions that shape the AI’s tone, focus, and conversation topics. However, our core prompt structures are fixed to maintain safety and governance standards.

Consultation with Squiz staff is highly recommended to help you maximize the benefits of these capabilities.

Modern businesses face critical challenges that traditional approaches can not solve. Squiz Conversational Search addresses two fundamental problems that affect your customers and compromise your brand.

Rising customer expectations

Today’s customers have high expectations surrounding how they find information. They do not want to hunt through multiple pages or dig through documentation to find what they need.

Squiz Conversational Search addresses these expectations by providing:

  • Instant, contextual responses to customer inquiries.

  • Direct answers without requiring users to search through multiple resources.

  • Modern, AI-powered experiences that address elevated customer expectations.

  • Seamless access to the exact information customers need

Maintaining control of your brand

While AI tools have transformed how people discover information, they also create novel risks for your brand representation:

  • External AI systems ingest your content without your oversight.

  • Your carefully crafted brand message gets filtered through third-party AI tools.

  • You have no control over how your information is presented or contextualized.

  • Brand dilution occurs when external systems reinterpret your content.

However, smart optimization can turn this challenge into an opportunity. Squiz Conversational Search provides:

  • Content optimization that benefits both your implementation and external AI systems

  • Strategic structuring of your information to ensure consistent representation across all AI platforms

  • Complete oversight of the customer experience with your content while improving how external systems interpret it

How does Conversational Search work?

Squiz Conversational Search works as follows:

  1. A website visitor enters a question, in their own words, in a search field.

  2. Squiz Search finds the relevant information to answer that question from approved content sources.

  3. An AI chatbot uses the LLM to transform that information into a direct answer, complete with links to supporting pages so website visitors can verify information and explore related topics.

  4. A second LLM verifies the generated answer.

  5. If the website visitor asks any follow-up questions, the process is repeated, taking into account the outcomes from the previous question and answer interaction.

Answers are based solely on the information returned by Squiz Search from approved content sources.

Squiz recommends a phased approach to rolling out Conversational Search. This phased approach converts potential risks into manageable challenges while allowing for course corrections.

Start with a focused, high-value, low-risk use case on your website for the initial roll-out of conversational search. Success in this first case lays the groundwork and builds momentum for subsequent implementations.

Each successful roll-out acts as a catalyst for the next, fostering exponential growth in value and adoption. By the time you scale up enterprise-wide, you will be deploying a tested solution backed by organizational expertise and enthusiasm.

To start the process, contact your Squiz DXP account manager.