In the ‘Search Phrases’ section of Xurrent’s Analytics console, the top 100 search phrases, their conversions and their conversion rates are listed. By default, the searches that were performed in the Service Desk console are shown. The buttons at the top of this view can be used to switch to the most used search phrases in Self Service (which includes Mobile). Search phrases that were performed from the Virtual Agent are now also included in the results of Self Service.
The ‘Search Phrases’ section allows support organizations to optimize the phrases that they use in their knowledge articles, request templates and service records. At the same time, Xurrent also uses this data to optimize the search results.
Xurrent named a Market Leader in Research In Action’s Vendor Selection Matrix™ for IT & Enterprise Service Management Solutions
Xurrent earns #1 rankings in customer satisfaction, price vs value, and recommendation index in Research In Action's global ITSM/ESM Vendor Selection Matrix report.
Managing risks and delivering successful AI-driven outcomes at the Service Desk
Discover how IT leaders can navigate AI risks and achieve successful outcomes at the service desk. Learn strategies for cost control, robust security, and minimizing AI hallucinations to deliver measurable ROI. Download the Gartner report for deeper insights.