Leiki helps Elisa improve customer experience with SmartSearch

Elisa is one of the major Finnish telecommunications, ICT and digital service companies. The company’s website (Elisa.fi) is amongst the top 25 most visited websites in Finland and the majority of visitors are Finnish.

Leiki has worked with Elisa since 2013 to deliver a natural language processing (NLP) search solution, SmartSearch, for better search results within Elisa network.

Standard search engines only extract keywords and respond with all the results as long as they contain those keywords. Very often, these results are irrelevant and cause frustrations to users. On the contrary, SmartSearch understands what the user actually means in the search query no matter how long search phrases are or how disambiguated the topic is.

SmartSearch is capable of responding with all relevant results from the scope of the search, not just the ones with the specified keywords. Other advanced features include intelligent autocompletion and recognizing urls, which greatly improve the search experience and users can instantly get the information they need.

Below is a search example with the Finnish phrase “toimiiko modeemi ukkosella“, which means “Does modem work with thunder?“. The results were translated into English.

Elisa is a telecommunications, ICT and digital service company operating mainly in Finland and Estonia. In 2017, revenue was EUR 1.79 billion, and the company employed 4,700 people in 13 countries.

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SmartSearch: Search anything with natural language.

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