A couple of months ago, “the digital workplace” was a phrase that referred to a completely digital way of communicating, sharing information, and collecting the data necessary to running a business. Like most organizations, even though we were in physical offices, the majority of our work at Lucidworks was captured, collaborated on, and completed behind a computer screen.

The forced, expedited move to a completely virtual workplace post-COVID impacted our efforts to build relationships with customers, how our People team connects with employees, and learning what we need (and don’t need) to bring with us in the transition from mostly digital, to always virtual.

Companies are now seeing digital transformation as not just a “nice to have” but a key way to survive. Lucidworks has been helping companies to make critical data and insights accessible to employees for years, and we are continuing to adjust our game plan to support digital workplaces now, and to help them be successful in the future.

Better Employee Care with Smart Answers

Employees that are now working from home are (re)discovering the weaknesses in current information discovery tools, creating an avalanche of support requests. We pushed up the launch of Smart Answers on Lucidworks Fusion to unburden employee support centers, reduce helpdesk tickets, and get answers to employees when they need them most.

Even before COVID-19, businesses were turning to chatbots to create more efficiency in call centers and enhance the employee experience. Digital-only interactions over the past few months highlighted the importance of leveraging massive amounts of content and information that an organization has stored into a chatbot’s work flow. Lucidworks Smart Answers brings the power of search and machine learning (ML) to conversational applications like chatbots and virtual assistants, making information easily accessible for employees who need it.

Product Roadmap To Meet the Future

COVID challenges aside, many of our customers are heavily concentrated in industries that have been around for over a century — healthcare, financial services, retail. A lot of institutional information is still trapped behind in-person conversations, and these companies have historically been on the later edge of adopting new technologies. Now digital transformation requirements are being accelerated by about 10 years.

In recent enterprise conversations with the Global 2000, all of the focus has been on cloud. It’s exciting to see the acceleration of this transition to the cloud happening before our eyes. And because a portion of the business we assumed would be on prem is now moving to the cloud, we’ve adjusted our product roadmap and vision to be reflective of this larger market shift.

Best-in-Class Search and ML Solution

Last year Lucidworks Fusion received the highest scores from Gartner, one of the world’s leading independent technology research and advisory firms, in three out of four use cases for the Gartner Critical Capabilities for Insight Engines, 2019 report.

The report comes on the heels of Gartner naming Lucidworks the only Visionary in the Magic Quadrant for Insight Engines, 2019, and Forrester, one of the world’s leading independent technology research and advisory firms, citing the company as a Leader in its Q2 2019 Forrester Wave™. We were also recognized by KMWorld as one of the Top 100 Companies That Matter in Knowledge Management, and continue to drive value at some of the world’s largest organizations including Red Hat, Reddit, and Lenovo.

We have all the pieces in place to provide even more value to our digital commerce customers as we step into this new decade. Looking forward to continued momentum and new discoveries in the coming months.

We look forward to finding new and innovative ways to support the digital workplace moving forward. We’re excited to continue this momentum we’ve built and share how we are helping our customers move forward. Interested in learning more? Feel free to reach out.

About Will Hayes

Will Hayes

Will Hayes is the CEO of Lucidworks, the leader in AI-powered search. Hayes has over 20 years of experience in

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