Implement Ask Eddy as a separate Button in KB site 2.0
under review
Ramesh Lokesh
One of our customers has reported an issue with the recent changes made to the Eddy Search feature.
The customer and their internal users are actively using the search bar to search for relevant articles on their KB site. Previously, they could simply search for a specific term and hit ENTER to fetch the results.
However, after the recent update, hitting ENTER now triggers the Eddy search, which was not their intention. While we’ve informed the customer that to use Eddy, they need to enter a proper prompt or query, they still prefer the normal search functionality (But Keep Eddy enabled).
The customer and their internal users are concerned because Eddy search is unintentionally triggered every time they press ENTER, leading to unnecessary consumption of Eddy credits and Eddy providing incorrect answers. They would like to have the option to trigger Eddy search using a separate button, rather than through the ENTER key, in order to avoid this issue.
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8db7751e-5f27-40fd-b03a-2f27e1bfe88c
From our perspective, our users
do
mind that they're getting an AI search every time they hit enter. There are plenty of use cases where a user simply wants to search for and browse articles, but instead they hit enter and have to wait for ask eddy to generate an answer. It makes for a poor browsing experience.F
Ferdinand Obkircher
Hi,
Our request to activate Eddy separately lies in the costs that are charged for the Eddy searches. 2,000 credits are probably not enough. The costs for an additional package are not to be underestimated.
Therefore we are of the opinion that the user should start the Eddy search specifically.
N
Navin Kumar
hi Ferdinand, Gerard,
We understand your pain point and we find it very much valid. The reason for any search is to fetch the required information for the user. The end user may not mind getting the answer they are looking for through AI or through the normal keyword search.
Please let us know if this pain point is wrt the user experience or more in terms of AI not being able to fetch the relevant answers.
Thank you!
D
D360 Product Management
under review
Gerard
Yes, i agree with this. It's very natural for folks to hit enter to "trigger" an action, and in this case it's to start a search.
I appreciate that the results UX and page are displayed quickly upon typing but it doesn't stop anyone from hitting enter to kick start the search.
We'd like to give our users the option to hit "enter" to start Eddy.
Ramesh Lokesh
Ferdinand Obkircher