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This document provides an in-depth analysis of the challenges encountered by Dell Services in managing knowledge base articles for technical support. It emphasizes the role of efficient information retrieval systems capable of matching customer queries with relevant knowledge base articles.
Embedding-based semantic Information Retrieval techniques were implemented alongside Generative AI to streamline article tagging, indexing, and improve search relevance, resulting in:
Future work includes automating the daily indexing process, refining retrieval algorithms, expanding system capabilities for dynamic thresholds, and leveraging telemetry data to offer personalized recommendations through Generative AI technologies.