The document discusses the business value added by enterprise search services at Wells Fargo, detailing their intranet's search architecture and various applications. It highlights the challenges of content crawling and metadata management, while showcasing the benefits of search solutions in terms of efficiency and customer support. Future directions include integrating social feedback and enhancing data analysis to improve search relevance and personalization.

1. Beyond Simple Search – Adding Business Value in the Enterprise
Kathlina (Kathy) M. Phillips
Vice President, Technology Manager Enterprise Search Services (ESS)
Tom Lutmer
eBusiness Systems Consultant, Enterprise Search Services (ESS)

2. Beyond Simple Search
Adding Business Value in the Enterprise
Kathlina (Kathy) Phillips
Vice President, Technology Manager Enterprise Search Services (ESS)
Tom Lutmer
eBusiness Systems Consultant, Enterprise Search Services (ESS)
Lucene Revolution
May 2, 2013
© 2011 Wells Fargo Bank, N.A. All rights reserved. Internal use.

3. Agenda
 Who are We? What Do We Do?
 Search Architecture
 Beyond Simple Search
 Search Applications – Value & Techniques
 Look to the Future
 Q & A
2

4. Our Intranet – Served by ESS
265,000 team members
(potential users – all time zones)
Enterprise Search Services (ESS)
2+ million unstructured docs
20+ million structured content
1300+ domains
10,000+ websites
SharePoint
OpenText
Documentum
Websphere, Cold Fusion
Blogs, Wikis, Social Spaces
.NET, ASP, PHP, JSP, etc..
2+ million queries/month

5. Search Business Value for Wells Fargo
Enterprise Scoped
Search
Site
Specific
Site
Specific
Site
Specific
Site
Specific
Customer
Impact
Customer
Impact
Business
Analysis
Business
Intelligence
Enterprise:
 Time savings and efficiency
 Reduce rework and duplication
 Timely and updated communications
 Collaboration and knowledge sharing
Site Specific:
 Timely access to notifications, forms,
group communications
 Knowledge base applications
Customer Impact:
 Customer support
 Timely access to notifications,
forms, processes, procedures
 Knowledge base applications
Business Analysis:
 Deeper level analysis
 Results only relevant in
context of application
 Structured and unstructured
content
Business Intelligence:
 Connects relationship of data
 Results only relevant in context of application
 Structured and unstructured content
Wells Fargo Intranet

6. Enterprise Search Web Services (JSON, XML, HTML)
Internal Service – able to switch to results from different search engines (not dependent
on any one search solution)
Best Bets / Autocomplete Admin Interface/Metrics
View /Query Server
Management
Search Architecture
FAST Web Crawl
Database
Connectors
LucidWorks (Lucene/Solr) Search
Hosted Search Apps
Custom
Search Apps
Intranet Websites
Search Apps using Web
Service XML
Search Apps using Web
Service Json
OpenText
Connector
Enterprise Search Web Services
FAST ESP Search Optional Other Search
LucidWorks
Connectors
Other Custom
Connectors

7. Search Services Admin Interface
Autocomplete and Best Bets Management

8. Search Services Admin Interface
Query Management

9. Search Services Admin Interface
View Management Query Manager NameView Manager Name

10. Enterprise Scope Applications
Enterprise Scope - Typical keyword intranet search; access, find, retrieve information across a
variety of web sites
Challenges: Crawling, Access, Noise in Results, Poor/Inconsistent Quality Content
Techniques: Removal of content, Scripting to improve quality/normalize, Metrics to verify
depth/scope, autocomplete, social feedback (click through, best bets, tagging)
CrawlerRecreate HTML for
Single Sign-on Pages
SharePoint
Connector
Full Crawl
Specific Sites
2 Hop Crawl
All “Published” Sites
Scripting
For Meta Data
Scripting
For Meta Data
Scripting
For Meta Data
Index
Example Crawl Configuration for One Enterprise Scope App

11. Internet vs. intranet search results
10
Internet:
Paying Customers
Intranet:
Co-workers
 Higher quality content in
top results
 Tuned results by working
directly with search solution
(paid for tuning)
 Mostly HTML/web pages
 Searches usually tuned
for mass appeal (popular
searches)
 Lower quality content
overall
 Quality of content varies
widely
 Larger variety of content
types
 Searches vary between
popular mass appeal and
many very specific to
current task

12. Crawling Challenges
High Quality Content
with Good Metadata
Web
Crawler
Low Quality Content with
Bad/Poor Metadata
Missing Body Content
– JavaScript Built or
Browser Dependent
Duplicates – Domain Name,
Dynamic Scripts, Published
Multiple Times,
Upper/Lowercase
Crawl Rates, Depth, Link
Following Methods
Authentication –
Custom, Incorrect,
Single Sign-on
Proxies, Firewalls,
Robots

13. Post Processing and Scripting
Scripting
Metadata Augmentation
Transformation
Tables/Matching
Text Extraction
Rules / Regex
Code / Logic (Complex/Unique)
Content Removal
Merge/Copy Metadata
ScriptPreprocessorUpdateController
Index
DataSource
Script File (*.js) Update Handler
Do Not Index

14. Site Specific – Self Service
Copy code to include on their site
Site Specific:
Keyword
intranet search
for a smaller
scoped set of
content or
single website
Technique:
Self Service

15. Example Site Specific

16. Customer Impact Applications
Customer Impact – Keyword intranet search with interactivity around a specific
business function
• Customer support
• Timely access to notifications, forms, group communications
• Knowledge base applications
Challenges & Techniques:
Security and Performance; Custom User Interfaces and Metadata
Content & ACLs
Database with ACL
mapping
Content Acquisition
Enterprise Search Web Service
Websites
Query/Index
Content – no ACLs
Security at
Website: all
or nothing
Authentication
& Match ACL at
Query
Lock direct
access to
Solr or other
User Group
ACL Caching
Content may/may
not include ACLs at
acquisition time
Security Architecture

17. Business Analysis Applications
Business Analysis – specialty search solutions for deeper level analysis
Search App
Phonetic Libraries
(Apache Codec)
Content Index
(Lucene)
Thesaurus Index
(Lucene)
Web App
Results
Businesses with MN or
Minnesota will show
up
Results match MN
or Minnesota

18. Business Intelligence Applications
Business Intelligence:
search across structured
and unstructured data
sources for discovery and
reporting
Once search results are
returned these sliders
can be used to filter to
specific results.
• Companies with FICO
>750 and
• Gross annual sales >
$2 million
• In Scottsdale

19. Where are We Headed?
TO DO:
 Social tags
 Best Bets
 Integrating Click Through
 Metrics, metrics, metrics
 Clustering
 Semantics
 Big Data
18
Trending:
 Enterprise Search – “gateway” to
search apps
 Site Search/Embedded search –
Value Add Rising
 Business Intelligence – Value
Add Rising
 Quality Audits & Metrics to show
value
 Social/Logs/Feedback for
relevancy & personalization
 New User Interfaces – mobile,
interactive, embedded

20. Questions?

21. Thank you!

22. Kathlina (Kathy) M. Phillips
Tom Lutmer