A $1B annual revenue organization wastes $10M in failed searches every year. This $10M does not include the lost revenue due to missing or unknown information.
Every organization has some type of searching tool that employees use to find internal content. Also, employees use external search engines to find external information. Even if employees find some information, it is up to their intelligence to figure out information currency, applicability, and usage. A single mistake can cost the organization dearly.
Search tools don’t tell accuracy, currency, and applicability of found information. Search tools also don’t know the user’s intent. Artificial Intelligence does not help these search tools either. Because these tools can’t generate missing information. These tools don’t return results based on user’s profile. For example a Korean employee needs to get information related to her profile not as per the profile of Australian employee. If a manager searches for term ‘Project’ and a director searches for term ‘Project’ they both need to get results based on their job responsibilities. Search engine does not know why the director is searching for ‘Project’ and why the VP is searching for ‘Project’. This missing intent causes wastage of employee time and require them to review found information for accuracy and currency. Also, the search tool does not provide holistic search results because when someone searches for an information, that person must be performing some workflow or executing a business process. This holistic picture is completely missing from the search tool.
Smart Playbooks are the only solution to the above problem! They provide holistic picture to the user. Train them to consume found information. And make delivery consistent across the organization. They minimize cost of unknown and accelerate change propagation.
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