Users Don’t Want Search Results. They Want Answers.

24 September 2026

by Sarah Backhouse

Website search is part of the digital furniture for most organisations. It’s there, it works (most of the time). It’s rarely seen as a priority for improvement, because it rarely attracts attention.

But as digital services expand and customer expectations continue to rise, traditional site search is a growing source of friction. What was once considered a useful navigation tool is now struggling to keep pace with how people search and interact with digital services, and how they expect information to be delivered.

It results in frustrated customers, increased contact volumes and a failure to deliver a great digital experience.

Search was built for websites. Users have moved on.

Traditional website search is basically match keywords to indexed content and return a list of links. The problem is that people don’t search the way that organisations structure their content. They:

1. Ask questions in natural language
2. Use different terms
3. Make spelling mistakes
4. Arrive with a problem to solve rather than a specific page to find
5. Many are using mobile devices
6. Some are accessing services in a second language
7. May be stressed, under pressure, or unfamiliar with how your organisation works.

When search relies solely on keyword matching, users are forced to think like the website. If they don’t use the “right” words, they may be presented with dozens of irrelevant links, outdated content, or no useful results at all.

For example, a resident may be entitled to the 25% single person discount on their Council Tax bill, but they don’t know that’s the official name for it. They might search for:

1. “I live alone”
2. “Council tax for one person”
3. “Discount if you live by yourself”
4. “How do I get the discount on council tax for being the only person in the property?”

A traditional keyword search may prioritise pages containing the exact term “single person discount” and therefore not recognise what the user is searching for. The user is then left to sift through multiple Council Tax pages, guidance documents or forms to find the right information. In some cases, they may abandon their search altogether and call the council instead. The information is available, but the search experience has made it harder to find than it should be.

In a world shaped by conversational digital experiences, that’s no longer good enough.

Poor search creates demand elsewhere

When customers can’t find what they need online, the impact extends far beyond the website.

A patient trying to access healthcare information, a resident searching for support services, or a banking customer trying to report a lost card isn’t thinking about search functionality. They simply see an organisation that hasn’t helped them achieve their goal.

The consequence is often increased pressure on contact centres and service teams. Users pick up the phone, send emails, start web chats or turn to social media for support (or to complain).

For organisations that are already managing high demand or have limited resources, poor digital experiences create unnecessary cost and complexity.

Complexity has increased but search hasn’t

Most organisations have spent years expanding their digital presence. New services have been added. Content libraries have grown. Documentation, policies, forms, knowledge articles and service information have multiplied across departments and platforms.

Yet many search tools remain fundamentally unchanged.

Traditional search can identify keywords, but it struggles to understand context, intent or what the user is actually trying to achieve. It presents content rather than helping people complete tasks.

A tenant searching for help with a repair may not be looking for information pages. They may need to report a fault, check the status of an existing repair, find emergency contact details or understand who is responsible for fixing the issue. Traditional search rarely understands that distinction.

The next generation of digital experiences

The next generation needs organisations to think differently about search. Modern AI-powered search can understand intent, interpret natural language and guide users towards the right outcome.

“At Netcall, we believe search should be part of a broader customer experience strategy, helping people get answers, complete tasks and access services quickly and confidently.”

Sarah Backhouse

Director Product & AI, Netcall

By combining conversational AI, knowledge management, automation and intelligent workflows, organisations can move beyond simple content discovery and create digital experiences that actively support users.

This means helping people:

1. Find answers in plain language
2. Discover the right service without knowing organisational terminology
3. Complete transactions more easily
4. Access support across channels and devices
5. Receive a consistent experience that feels intuitive and accessible.

Better experiences and better outcomes

If users can quickly achieve their goals online, everybody benefits. Customers receive faster, more convenient service. Contact centre demand is reduced. Service teams spend less time answering routine queries. Organisations gain greater insight into the information and support people are genuinely looking for.

Most importantly, trust improves. People leave with a sense that the organisation understands their needs and has made it easy to get things done.

Search as a strategic capability

Traditional site search hasn’t failed because it was badly designed. It has fallen behind because user expectations have evolved – dramatically. People increasingly expect the same intuitive, conversational experiences from public services and organisations that they receive elsewhere in their digital lives.

As more services move online, search can no longer be treated as a standalone utility. It has become a critical part of the overall customer journey.

Netcall’s Agent-Ex: Search helps organisations move beyond traditional website search by creating a more intelligent and engaging way for people to access information and services. Rather than relying solely on keywords, it understands user intent and delivers relevant answers through natural, conversational interactions.

The result is a more effective digital front door that helps users achieve their goals faster, while giving organisations greater visibility into the questions people are asking and the support they need.

As digital journeys become increasingly complex, the organisations that succeed will be those that make every interaction simpler, faster and more intuitive. Search has a central role to play in that future, not as a navigation feature, but as a powerful tool for connecting people with the information, services and outcomes they’re looking for.

About the author

Sarah Backhouse

Product & Engineering Director (Digital Experience)

Having spent more than two decades helping shape Jadu's digital experience products and working across implementation, product management and engineering leadership roles, Sarah is now Product & Engineering Director (Digital Experience) at Netcall, responsible for the delivery of digital solutions. Sarah is passionate about accessibility, AI and creating user-centred products that help organisations deliver seamless and effective digital services.