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This issue is to support a large program on an on-premise environment, in which our application will support calls in a total of 13 languages with numerous call types. Each call type provides the CSR (customer service representative) with FAQs in order to assist the caller.With the goal of assisting the caller as quickly and as accurately as possible for millions of calls, we are looking for the ability to utilize the "And" operator when conducting an FAQ search. Currently, if a CSR conducts a search and is unable to find what they are looking for, they will have to conduct multiple searches (3-4) to find the correct question. This can take anywhere from 20-45 seconds as seen during a live test, greatly reducing caller's trust. If they submit an "And" operator in their search, the results are only augmented, thus making it even more difficult to find the correct question to assist the respondent. For example, if the CSR searches "X" there will be 14 results, and if they search "X And Y" there will be 19 results. The goal is to have a way in which "X And Y" is less than just "X". Can the + or any other signs be utilized to reduce the number of results?

STATUS DETAILS
Under Review
Ideas Administrator

Thank you for your feedback.

This is a great suggestion! We will consider this in our roadmap with Relevance Search for online environments.  

 

Sincerely,

PM,

Microsoft.