Search gets serious

Enterprises want search to deal with data growth

For external-facing site search, the job of search is not only to solve the query or problem, but also act like a customer service rep who can tell the user about additional services that could prevent the problem in the future, according to Andre Pino, vice president of marketing at iPhrase.

“We are finding people want to shift away from a search-and-find mentality and move toward discovery and managed dialog, especially for external search,” Pino says.

In addition, search tools are now employing more than just keywords to unlock information.

Autonomy, for instance, emphasizes the use of pattern-matching techniques that can identify concepts in queries and results. Autonomy’s system performs standard Boolean text searches, as well.

Another player in the search space, Endeca, uses a combination of text search and guided navigation to manage the relationships between pieces of content. The Endeca Navigation Engine suggests where users should go next by generating follow-up questions designed to broaden and refine a specific query.

Fast offers Live Analytics technology designed to give on-the-fly data and statistical analysis of content, which enables business performance monitoring, according to Fast officials.

Search Spreads its Wings

Search is less and less a standalone engine targeting a contained problem. Most large search infrastructure vendors have a healthy OEM strategy designed to push their technology under the hood of a variety of applications, namely content management, portals, CRM, and collaboration.

In addition to leveraging these embedded search capabilities, organizations should also consider a larger search strategy, Berk says. “Search is not just a problem to make individual apps searchable. [Enterprises] need to think about a shared services architecture that can be deployed enterprisewide, and have different line-of-business applications take advantage of [the architecture],” he says.

Aided by the use of XML, open APIs, and Web services in search platforms from large vendors, enterprises can standardize a search offering and stitch the technology throughout the business. “Enterprise search has been around for a while. Large companies may have 40 different implementations of search. Many are saying, ‘Why are we doing this over and over again? Let’s standardize on a platform that can be used [in] a variety of ways,’ ” Berk says.

Getting Specific

One of the growing ways to put search to use is through search-derivative applications, in which core search functionality is pressed into service for specific processes such as knowledge management, marketing, SFA, help desk, and training.

“The next generation of search beyond find is taking core language processing technologies — the engines, the neural network, and algorithms — and applying them

to different and existing business processes like supply chain and self-service as a way to enhance those processes” says Rob Lancaster, a senior analyst at The Yankee Group.

Furthermore, many enterprises are looking to search tools to solve emerging pain points, such as compliance. In fact, vendors are rolling out specialized toolsets designed for specific applications of search technology, and vendors are working with customers on custom deployments.