My best answer:

IntelliResponse Differences to Search Based Approaches

IntelliResponse is NOT a Search based paradigm. There are a number of key differences:

  • Paradigm - Search uses keywords to index all content that contains any of those keywords. IntelliResponse uses patented matching approaches to match the question to a single answer.
  • Content Type - Search indexes all available content regardless of the relevance - documents, pages, articles, etc. This is usually tens of thousands of content assets; IntelliResponse matches only to answers.
  • User Experience - Search provides numerous links to possible answers that are simply prioritized. The visitor must hunt and peck through these links to the actual pages. IntelliResponse provide a single, accurate answer.
  • Relevance - Because search returns a list of documents and pages to the user, the answer (if it exists) is buried in the pages somewhere, and forces the visitor to find it. IntelliResponse provides an answer directly.

Omni-Channel Relevance - While search can be effective on a PC or Notebook with a large form factor, it is completely impractical for devices or applications that have a small form factor; examples - Mobile devices, agent desktops, Twitter, etc. IntelliResponse delivers a single answer that fits the form factor very effectively and can be re-used across all these channels.

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