@MrMazda I appreciate how complicated--and brittle--internal search engines can be. The sysadmins are to be commended for their work on what is an inherently difficult problem.
Some years back the Dell computer company implemented fuzzy logic/soft comparison processes with its online "help" chat. I remember getting so fed up with it once that I thought I'd ask it if it could sell me Viagra. After a pause, it came back with, "are you having trouble with your VGA adapter?" to which I responded "yes, it won't go in the hole." Things went downhill from there. Unfortunately the screen went blank before I could copy the entire chat.