OmniOne
Generative AI is reshaping how we search, and Rightpoint is at the forefront of leveraging GenAI to transform experiences, as shown by Rightpoint’s development of OmniOne, a GenAI-enhanced search tool that connects enterprise users to information more effectively than legacy search functions can. OmniOne is now live on Rightpoint’s website. It’s also part of the Spark OmniOne composable AI platform for enterprise, which supports Rightpoint’s Agentic Workplace solution.
Ecommerce search can be a source of shopper frustration, so it’s not surprising that close to half of U.S. consumers now use AI for better shopping search results. Personalized results, image search capabilities, and chat-based search are some of the most common reasons consumers give for using AI.
“This and other data led us to focus on search for one of our internal AI projects,” said Mike Marnocha, Senior Director of Product Development and AI at Rightpoint. “As experience leaders, we always want to learn more about using AI for better user experiences. Assigning ourselves an AI-powered search project would give us firsthand knowledge of the strategies, technologies, design practices, and testing requirements for AI search success. It would also allow us to show our customers the value we can help them create.”
Another goal was to improve lead generation by gathering better insights on user intent, serving more relevant content to build trust, and identifying and closing any content gaps that the AI search tool might reveal.
Contributors from many Rightpoint practice areas participated in the project, including experts in IT, DevOps, Content Strategy, Interaction Design, Visual Design, Testing, and Solution Architecture and AI Development. In the first phase of the project, a combination of strategy, design, and technology team members researched and identified current best GenAI search practices related to elements, style, layout, and other experience factors.
The role of content in AI search was also a major area of focus. Continuously delivering and updating content relevant to users’ real-world queries was critical for optimizing the AI’s responses. The team was able to identify website content gaps and areas where content could be improved, leading to a more relevant and useful search experience. The group’s designers collaborated to create OmniOne’s visual style, page components, and search result structure, all geared towards an optimal user experience.
The team chose a technology stack for OmniOne that could seamlessly integrate content management and intelligent retrieval. Microsoft Azure AI Search indexes all of the website content and pages stored in Rightpoint’s Contentful headless CMS to provide a comprehensive, searchable knowledge base. On the front end, Vercel's Next.js framework and AI SDK enable fast, responsive interactions for a more natural and intuitive search experience. For each query, Azure OpenAI's GPT-4o model generates intelligent contextual responses while Azure AI Search API handles AI-enhanced and traditional search result retrieval. OmniOne’s unique hybrid approach gives users the most relevant information, whether they're looking for specific pages or AI-generated insights from Rightpoint’s content.
Lessons Learned
As the Rightpoint team worked on the OmniOne project, they identified several key findings that the company is carrying into future AI search projects. The overarching lesson was the importance of bringing in stakeholders from across the organization, to include a variety of perspectives. The design team also confirmed the necessity of including familiar UX conventions to make it simpler for users to engage with this new kind of search experience. And of course, relevant and continuously updated content showed itself to be critical for good AI search results.
Experience Earned
The success of OmniOne gave Rightpoint valuable firsthand experience and takeaways related to planning, designing, and developing GenAI search solutions. Team members also have more insight into which strategies are likely to underperform, which can save time and resources for Rightpoint clients in the future. By envisioning, building, and deploying OmniOne, Rightpoint also has the AI-backed, data-informed lead generation capabilities it sought as one of the project’s outcomes, allowing it to better understand and respond to customer intent.
Rightpoint’s new OmniOne AI search page features a traditional search box for users who prefer to type their queries, supplemented with suggested GenAI prompts. Search results are presented as comprehensive lists of relevant results with descriptions, followed by traditional results cards that users can sort and filter. Users are prompted to follow up questions to refine their AI search results, and they can choose from Rightpoint categories such as CX and EX to see recommended quick actions in each area. The overall result is an easier to use search experience that delivers more relevant results based on user intent. OmniOne AI search is also a key part of Rightpoint’s Spark OmniOne AI platform for enterprise EX transformation.
See how OmniOne can transform your organization’s search experience. Contact us to request your OmniOne AI search demo.
Artificial Intelligence
Customer Experience
Content Strategy
Solution Architecture
Experience Design
Usability Testing