Gather troubleshooting steps and recent bug fixes for AI search issues.

AI Search Issue Resolution Guide:

No Search Results

Customer Symptoms: "Search returns empty results" or "No matches found"
Troubleshooting Steps:
1. Verify data source connections in admin panel
2. Check search index status - look for "Indexing" or "Error" status
3. Test with simpler, known terms
4. Clear browser cache and retry
Escalation Criteria: If steps 1-4 don't resolve and multiple users affected

Slow Search Response

Customer Symptoms: "Search takes 10+ seconds" or "Results loading slowly"
Troubleshooting Steps:
1. Check network connectivity - run speed test
2. Reduce query complexity - try fewer search terms
3. Search during off-peak hours to test
4. Clear browser cache and cookies
Escalation Criteria: If issue persists >24 hours or affects business operations

Inaccurate Results

Customer Symptoms: "Results don't match query" or "Wrong documents returned"
Troubleshooting Steps:
1. Try more specific search terms
2. Check data source freshness - when was it last updated
3. Use quotation marks for exact phrase matching
4. Review and refine search filters
Escalation Criteria: If accuracy consistently below 70% or customer business impact

Recent Bug Fixes:

• November 28, 2025: Search index performance degradation → Database query optimization deployed → 15 customers experienced slow searches → Added proactive monitoring alerts
• November 15, 2025: Natural language processing errors with complex queries → Updated AI model to handle nested Boolean logic → Query parsing accuracy improved from 85% to 96% → Enhanced pre-deployment testing
• October 30, 2025: Intermittent connection timeouts → Load balancer configuration updated → 3 enterprise customers affected during peak hours → Implemented redundant connection handling

Escalation Guidelines:

• Level 2 Support: When customer troubleshooting steps are ineffective and technical investigation needed
• Engineering Team: When multiple customers report same issue or system-wide problems detected
• Emergency Protocol: When search functionality completely unavailable for >1 hour

Customer Communication:

Initial Response Template

"Thank you for reporting this search issue. I understand how important reliable search is for your team's productivity. Let me walk you through some quick troubleshooting steps that resolve 80% of search issues within minutes."

Escalation Notification Template

"I'm escalating this to our technical team for deeper investigation. You'll receive updates every 2 hours until resolved. Here are some temporary workarounds you can use in the meantime."