Technical writers have relied on “lexical search” analytics regarding what keywords have been typed in the search engine on their knowledge base site for analysis. The typical category of analytics includes article performance, search analytics, feedback, and reports for technical writers on their performance.
Analytics helped technical writers enhance content engagement and user journeys to optimize the knowledge base content continuously. This increased the self-service rate and significantly reducing support tickets.
When optimizing knowledge base content using gen AI-powered search, you have to consider two types of analytics: normal keyword search and prompt-based search.
Keyword-Based Analytics Vs. Prompt-Based Analytics
Given the proliferation of GenAI technology, many organizations have deployed ChatGPT-like search on their knowledge base. Customers prefer this over keyword-based search. The tables below show the nature of lexical keyword and prompt-based analytics.
Characteristics | Keyword-based analytics | Prompt-based analytics |
Search query | Keywords | Prompts |
Length of query | Shorter | Longer |
Context present | No | Yes |
Query aggregation | Grouping by keywords | Not applicable |
Relationship with another query | No | Yes |
Types of Analytics | 1. Search analytics | 1. Topical analytics |
Analytics outcomes | Know the types of keywords that are used to look for information | Address knowledge gaps |
Customer intent is known for query | No | Yes |
Factors to Consider in Prompt-Based Analytics
Here are the factors you need to look for when enhancing content engagement and user journeys using prompt-based analytics
Prompt Analysis
Technical writers can access the list of questions (prompts) that have been raised by their customers which gives them better clarity on
What kind of questions that my customers type in
What are the key business keywords that are often used by your customers, that relate to your business glossary?
What types of questions are commonly asked, and what types of similar question
Why are those questions being typed in, and how do they correlate with other business activities
What information is most commonly been sought
This helps technical writers better understand the customers’ intent, leading to better business outcomes.
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