Understanding the semantic search roll out plan

As Zendesk expands its AI model to cover more search channels, semantic search will continue to be rolled
out into additional areas.
You can use the information in this article to better understand the rollout plan and how to
determine whether semantic search is enabled in your help center. If it is not yet enabled,
you can determine the rollout status, based on your content type, language, and search
channel.
This article contains the following sections:
How to check if your help center is enabled for semantic search
Understanding the rollout plan




How to check if your help center is enabled for semantic search

The semantic search implementation has started. As the rollout continues, it will
expand to all customers. You can use this procedure to determine whether your help center is
currently enabled for semantic search.

To check whether your help center is enabled for semantic search

Perform a search in your help center.
On the search results page, open Inspect element in your browser. For
example, in Chrome, right-click the search results page, select Inspect from
the menu, then click the Elements tab.
View full size

Select the tag, then examine the
guide_search/semantic_search_enabled element. If the element is set
to "false" (as shown in the image below), semantic search is not yet enabled in your
help center. If the element is set to "true," then semantic search is
enabled.







Understanding the rollout plan

As the Zendesk AI model expands to cover more search channels, semantic search will continue to be rolled out into additional areas. Specifically, the semantic search rollout will be
phased into content type, search type, search channel, and language.
If semantic search is not enabled in your environment, you can refer to the
following tables to understand the coverage status for each area.
For example, let's say your help center has the following characteristics:


Content type: Articles, community posts, and external content

Help center search type: Uses two-pane search

Search channel: Uses help center search engine results page and
knowledge in agent workspace

Language: English and French

You can use the rollout tables to understand that while your content type and
help center search type are supported, only one of your two search channels is currently
supported by semantic search (search engine results). Knowledge in agent workspace is not
currently supported, but is planned, and will be supported in the future.
In addition, only one of your two help center languages is supported, English.
Your French help center content is not yet supported by semantic search, but will be in the
future.



Rollout by content type

See the following table for the coverage status for each content type. Possible
coverage statuses include:


Covered: Currently supported by semantic search

Planned: Not yet supported by semantic search, but planned for a future
release










Content type
Coverage status




Articles
Covered


Community posts
Covered


External content
Covered








Rollout by help center search type

See the following table for the coverage status for each content type. Possible
coverage statuses include:


Covered: Currently supported by semantic search

Planned: Not yet supported by semantic search, but planned for a future
release










Help center search type
Coverage status




Two-pane search
Covered


Unified search
Covered


Federated search
Planned








Rollout by search channel

See the following table for the coverage status for each content type. Possible
coverage statuses include:


Covered: Currently supported by semantic search

Planned: Not yet supported by semantic search, but planned for a future
release

Will not be supported: Not supported by semantic search










Search channel
Coverage status




Help center search engine results page (SERP)
Covered


Instant search
Planned


Request from article suggestions
Planned


Unified search API
Planned


Articles search API
Will not be supported


Posts search API
Will not be supported


Web Widget help center search
Planned


Knowledge in Agent Workspace
Planned








Rollout by language

See the following table for the coverage status for each content type. Possible
coverage statuses include:


Covered: Currently supported by semantic search

Planned: Not yet supported by semantic search, but planned for a future
release

Not planned: Not supported by semantic search, and not currently
planned for a future release










Language
Coverage status




Arabic
Covered


Bulgarian
Covered


Catalan
Covered


Croatian
Covered


Czech
Covered


Danish
Covered


Dutch
Covered


English (all variants)
Covered


Finnish
Covered


French (all variants)
Covered


German
Covered


Greek
Covered


Hebrew
Covered


Hindi
Covered


Hungarian
Covered


Icelandic
Not planned


Indonesian
Covered


Italian
Covered


Japanese
Covered


Korean
Covered


Latvian
Covered


Lithuanian
Covered


Norwegian
Covered


Persian
Covered


Polish
Covered


Portuguese (Brazil)
Covered


Romanian
Covered


Russian
Covered


Serbian
Covered


Simplified Chinese
Covered


Slovak
Covered


Slovenian
Covered


Spanish
Covered


Swedish
Covered


Thai
Covered


Traditional Chinese
Not planned


Turkish
Covered


Ukrainian
Covered


Urdu
Not planned


Vietnamese
Covered







Note: It may not be possible to support some languages with semantic
search if there is insufficient data available to train the model.