Personalized Search with Moveworks

Search is not a one-size-fits-all problem. Enterprise search needs to know who the user is so the most accurate information can be served based on their location.

What is Profile Boosting

With Profile Boosting, when Moveworks identifies a match between the user’s profile location and an article with the same location in the article title, the Moveworks bot will “boost” that article in the results, without requiring the user to explicitly mention a location in their question.

With location-relevant search, the Moveworks bot will ensure your employees get the most relevant result first.

Because Moveworks uses geocodes to build its understanding of location, the bot can even find matches between related locations, like New York City and the United States.

Profile boosting works in tandem with our NLP search to answer the user’s question. This means if the user explicitly asks for information about a different region, Moveworks will make sure to serve their explicit query first.

In the example to the left, Alex lives in NYC, but he’s asking about benefits in India. Since he explicitly asked about India, Moveworks will rank the India article as the first result. Additionally, since he is based in NYC, the bot will rank the United States article second.

Supported Geographies

Personalization is supported for all countries and continents, and the following three regions: North America, APAC, and EMEA. A complete list of the continents, countries, and regions can be found in the table below:

For best results with location-based boosting, follow the formatting guidelines outlined in How to get Started.

How to get started

Profile Boosting is available for the Continents, Regions, and countries specified in Geocode Support. There are two steps that must be taken to enable Profile Boosting for your system. The first step is to ensure that your articles are ready for Profile Boosting and the second is to decide on which system to import user location from.

Step 1: Ensure your articles follow the formatting guidelines.

Profile Boosting can be enabled for articles by either adding one or many supported geolocations to your article titles or by clearly labeling article sections with a supported geolocations. There are 2 options to format articles for location based personalization, which are outlined below:

Option 1: Add one or multiple geolocations to your article title.

Instructions: Select a country from the Geocode Support, and add it to your article title. Moveworks recommends using the following format: “<Article Name>: <Country>”

Option 2: Add supported geographies to the sections within an article

Instructions: Clearly section your article by country using the <h2> HTML Tag. For each section, ensure that the countries match the Moveworks supported country.

Step 2: Communicate with your Customer Success team to complete remaining backend configuration.

Provide your Customer Success team with where your user location information lives. You’ll want to ensure that the information is up-to-date. Location information could live in any of your integrations (Okta, AD, ServiceNow, etc.).

FAQ

Q: Can Moveworks do personalization on other attributes?

A: Moveworks currently only support personalization for location-based attributes. For other types of personalization, feel free to chat with our Customer Success Team. Our product team would love to better understand your use case for search personalization.

Q: Can Moveworks do personalization on my FAQs?

A: If you use Moveworks FAQs (typically configured in a spreadsheet), your Moveworks Customer Success team can enable personalization by the “tab” of the spreadsheet. For example, you could create one tab called “United States” and another tab called “Canada” and list the same questions in those sheets. Moveworks will automatically detect & encode location-specific information to those tabs.

Moveworks will also extract location information from the FAQ question itself. Therefore both the "tab" and the "question" are eligible for location extraction.

Q: Can I add a country or geography that’s not listed in the google sheet?

A: Adding a location not found in the table above is not supported.

Q: Can the bot extract multiple geography locations from a given Article?

A: Yes! Moveworks supports multiple countries, continents or regions within a single article. e.g: EMEA, APAC - Time off policies

Q: What are the best practices around article naming?

A: For best results, ensure that your articles contain the name of the relevant location/region in the title. Please refer to table above for guidance on how to format the location name.