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DTS's solution can be divided into several key components: 1) article retrieval, 2) article thresholding, 3) article re-ranking, and 4) evaluation of the solution with the help of subject matter experts. The Implementation details section covers the infrastructure and data pipeline that prepares the system for these components. This includes the article “Tagging” and “Search data generation” elements of the article preparation for search.
Article search and retrieval at solution runtime primarily involves receiving customer issues or symptoms as a query using the NBA tool (the UI for support agents), converting these queries to semantic embeddings, and searching in DTS’s indexed database. The results are then refined by applying similarity, score-based thresholding and re-ranked by historical user feedback. Details of these processes are discussed in the sub-sections Article retrieval, and Thresholding and Re-ranking articles.
The Validation sub-section elaborates on the process DTS adopted to evaluate the performance of the new solution, comparing it to the previous implementation with the assistance of subject matter experts.
The major components outlined above are depicted in the solution overview shown in Figure 8.