from ‘BestPracticesSearch.pdf’
“Customers don’t want to search for the best result; rather they want to find a resolution, and find it quickly.” Thus, the search engine are not supposed any more to present the best possible match for the user’s query, but it has to interpret the query and look for similar terms and concepts. The user should not be left alone to decide which result is the one that matches his or her problem. The article presents some possible solutions to help develop better search engines.
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