Keyword search is the safer fit for
- Order numbers, ticket IDs, SKUs, and usernames.
- Exact error messages and code symbols.
- Legal, policy, or contractual phrases.
- Known names with filters for date or status.
- Small datasets where a simple index is easy to inspect.
Why semantic search can be wrong here
A semantically similar document may belong to the wrong customer, version, product, or legal clause. If the user expects an exact match, returning something merely related is a bad experience even when the result sounds plausible.
The best default for mixed search
Use keyword or SQL filters for identity and permissions, then semantic ranking for the remaining descriptive text. This preserves precision where it matters and still helps when users describe a concept in their own words.