Semantic search
Semantic search finds results based on meaning rather than exact keywords, so a query returns relevant content even when the wording differs.
Semantic search is a way of searching that ranks results by meaning instead of by matching exact keywords. It converts both the query and the stored content into embeddings, then returns the items whose meaning is closest to what was asked.
The practical effect is that a search for "can I get my money back" returns the refund policy even though the two phrases share few words. This makes search feel more like asking a person and less like guessing the right keyword.
In context
In customer support, semantic search is what lets a help center or AI assistant surface the right answer from a customer's natural wording. People rarely describe a problem the way documentation does, and keyword search often misses, while semantic search bridges that gap.
It also improves self-service. When the search box understands meaning, more customers find what they need on their own, which reduces the number of tickets that ever reach an agent.
How Auralis uses Semantic search
Auralis uses semantic search so its done-for-you service can match a customer's natural wording to the right answer, which strengthens self-service and contributes to 74% deflection in repetitive categories.