A World of Data Is a Waste of Time Without Universal Search
No one would argue that technology has increased enterprise efficiency overall. But in a world of digital tools, platforms and AI, you might be surprised to learn that labor productivity, as measured by revenue per employee, has increased only 30% in the past 35 years. Economic data show that it now takes 5.6 people to generate $1 million of revenue, down from eight people, when adjusted for inflation.
So, if previous technology waves haven’t cut the mustard, where do we turn next?
The ability quickly to access and analyze data has become more critical than ever, as an ever-growing volume of digital assets — such as documents, emails and even video meeting recordings — makes it challenging to locate the right information when you need it most. Knowledge workers spend an average of 40 minutes per day searching for information in their own archives, their intranets or other data storage capabilities — consuming up to 15% of an office worker’s productive time (if we can even call this being productive).
But what if you could use natural language processing to search all this unstructured internal data and receive answers in seconds? Universal search as a concept isn’t new, but recent developments in the use of large language models (LLMs) and widespread accessibility of multimodal models are making real-time, at-scale search through every aspect of a company's digital assets less of a theory and more of a reality by the week. Here are the pros and cons of using universal search and its potential for impacting enterprise efficiency.
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What Is Universal Search?
Universal search is an advanced search capability that allows users to search across all their organization's digital assets using natural language queries. This includes, but is not limited to, documents, emails, meeting transcripts, presentations and other data repositories. By employing sophisticated NLP algorithms, universal search can understand the context and meaning behind user queries and deliver accurate and relevant results. Is this the silver bullet we need to transform business efficiency? Here are a few reasons why it might be:
Time Savings and Increased Productivity
One of the most significant benefits of universal search is the time employees save when searching for information. Traditional search methods can be cumbersome and time-consuming, often involving multiple platforms and interfaces. Universal search streamlines this process, enabling users to find the exact information they need quickly and efficiently.
Improved Decision-Making
By providing access to a comprehensive set of information, universal search empowers employees to make more informed decisions.
Enhanced Collaboration
Universal search makes it easier to share and access information. When everyone in the organization can quickly find the data they need, communication and collaboration become more efficient and effective.
Competitive Advantage
Companies that leverage universal search have a distinct competitive advantage, as they can capitalize on their data more effectively. By unlocking the full potential of their digital assets, these organizations can drive innovation, optimize operations and, ultimately, outperform their competitors.
Learning Opportunities
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Challenges in Implementing Universal Search
Of course, this all sounds great in theory, but it’s obviously not as simple as just putting a layer over the top of your data as it stands right now. There are a few challenges to overcome first:
Privacy and Security Concerns
One of the primary concerns surrounding universal search is the potential for privacy and security breaches. As employees can access vast amounts of information, there is a risk that sensitive data could fall into the wrong hands. Organizations must implement robust access control and security measures to safeguard their data and maintain employee privacy.
Data Overload
Users will have access to an extensive range of information. While this can be beneficial, it can also lead to information overload, making it challenging for employees to sift through and identify the most relevant data. Companies must ensure that their search algorithms are fine-tuned to provide the most pertinent results and avoid overwhelming users.
Implementation Challenges
Implementing a universal search solution can be complex, particularly for large organizations with vast amounts of data stored across various platforms. Migrating, indexing and unifying this data can be a time-consuming and costly process. Additionally, organizations must consider the ongoing maintenance and updates required to keep their search capabilities current and effective.
Resistance to Change
As with any new technology, there may be some resistance to adopting universal search within an organization. Employees may be hesitant to trust the new system or be reluctant to change their existing search habits. Companies must invest in change management and training programs to support employees in adapting to this type of new capability to maximize any investment.
Universal search has the potential to revolutionize the way organizations access and use their digital assets and drive significant efficiency improvements across the enterprise. While there are hurdles to overcome, the benefits of faster information retrieval, enhanced collaboration and informed decision-making make it a compelling solution for businesses seeking to thrive in the digital age. What previously may have seemed like a scene from “Star Trek” may be our reality in the not-too-distant future, as universal search takes us where no one has gone before.
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About the Author
Wayne Butterfield is a Partner at Technology Advisory & Research firm ISG. Originally based in the UK, but now based in the US, he’s spent the last 20 years working in and around the contact center, holding contact center leadership roles in both Telefonica and British Telecom where he digitally transformed and automated large numbers of customer and agent interactions through the use of AI.
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