Gainsight CC: Smarter Search, Richer Insights, and a Faster Path to Answers
Community search just got a major upgrade. AI Answers is now generally available, the Search Analytics Dashboard is out of beta, and a new suggested questions feature makes it even easier for members to find what they need from the moment they arrive.
Here's What's New
AI Answers for Search (General Availability)
AI Answers is now fully live for all communities. The feature transforms community search into a real-time conversational experience, interpreting natural language queries and streaming responses as they're generated. Each answer includes source links so members can verify context or read further. Members can also expand answers with one click to see additional context and related sources.
To enable it, navigate to AI > AI Answers for Search and turn on Enable AI Answers for Search.
For more information, refer to the AI Answers in Customer Communities article.
Search Analytics Dashboard (General Availability)
The Search Analytics Dashboard is out of beta and available to all admins and community managers. Enable it from the Settings page to start tracking how members interact with search across three areas:
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General Search Analytics: Total users, total searches, no results rate, conversion rate, click-through rate, no clicks rate, top searches, searches without results, and top results.
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MCP Search Analytics: Total users, total searches, no results rate, top searches, searches without results, and top results. Available when MCP Search is enabled.
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AI Answers Analytics: Total summaries generated, impressions, sources clicked, continue reading clicked, show all sources clicked, and helpful/unhelpful feedback signals. Available when AI Answers is enabled.
For more information, refer to the Search Analytics Dashboard article.
Suggested Questions in the Search Banner
You can now add up to three suggested questions directly to the community search banner. When a member clicks one, the full-page search opens pre-filled with that query, so they spend less time typing and more time finding answers. Configure the questions in the Suggested Questions field in Destination.
Getting Started
All three features are available in your community now. AI Answers and the Search Analytics Dashboard require admin enablement. Suggested Questions are configurable in Destination without any additional settings.
👉 Check out the Release Notes for more details.
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