Case study · Financial Services
Enterprise Search Replacement
Modern AI-powered enterprise search replacing legacy keyword-only platform.
Key results
- Search click-through +60%
- Time-to-answer -42%
- Content coverage +3x
Context
A financial services firm had run an enterprise search platform for over a decade that returned keyword-matched results. Employees bypassed it — they'd ask colleagues instead because the search experience was worse than asking a person.
Challenge
Replacing enterprise search is hard because employees have internalized workarounds. The replacement had to be sufficiently better that employees would actively prefer it, not just be forced onto it.
Approach
Thoughtwave delivered a 5-month enterprise-search modernization: vector-plus-keyword hybrid search, AI-powered result summaries, broader content coverage (previously inaccessible sources added), and a rollout approach that seeded power-user evangelism rather than forcing adoption by fiat.
Outcomes
Search click-through rate improved 60% — the measurable signal that employees were using the system more; time-to-answer dropped 42% on common queries; content coverage tripled through the broader source integration.
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