January 3, 2024

Creating AI Optimised Customer Support Knowledge Base

Blog / Creating AI Optimised Customer Support Knowledge Base

For those seeking a deeper dive into this subject, the full ebook version of this guide is available here. It provides a detailed exploration of each step outlined below, offering additional insights and practical examples.

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In the age of rapidly evolving technology, businesses are increasingly turning towards Artificial Intelligence (AI), especially Large Language Models (LLMs), to enhance their customer service experience. The effectiveness of these AI systems heavily relies on the quality of data they are fed. Akin to fueling a machine, incorrect or subpar information can significantly hinder the AI’s performance, leading to inaccuracies and reduced efficiency in customer support. This comprehensive guide aims to provide a step-by-step approach to creating an AI-optimized customer support knowledge base that ensures accurate, helpful, and efficient AI-driven interactions with your customers.

1. Identifying and Filling Content Gaps

The first step in optimizing your AI-driven customer support is identifying and filling gaps in your existing content. Inaccurate or incomplete information can lead AI systems to generate misleading answers, a phenomenon known as 'hallucinations'. To combat this, ensure that every aspect of your products or services is thoroughly documented, and continuously monitor the AI’s responses for signs of content gaps.

2. Brevity and Conciseness

The AI’s efficiency is also contingent on the brevity and conciseness of the content. Lengthy articles may exceed the AI's 'context window', leading to important information being overlooked. Focus on delivering clear, concise information that fits within the AI's processing capabilities without sacrificing the quality or completeness of the information.

3. Simplifying Language

Simplicity in language is crucial for both AI comprehension and customer understanding. Avoid complex sentences and advanced vocabulary that can lead to misinterpretations. Simplified language not only aids AI in processing information but also ensures that customers receive straightforward and easily understandable support.

4. Eliminating Ambiguity

Ambiguous content can lead to varied AI interpretations, causing inconsistencies in responses. Aim for content that is clear and specific, leaving no room for multiple interpretations. This enhances the AI’s ability to provide consistent and reliable support.

5. Using Full Sentences

Ensure that your content is composed of full sentences. This practice aids in providing clear and comprehensive answers, as AI systems often pull responses from different parts of the content.

6. Creating Self-Contained Information

Each piece of content should be self-contained, minimizing reliance on external references or links. This ensures that all necessary information is readily available to the AI for accurate response generation.

7. Describing Key Terms

Clear definitions of industry or product-specific terms are essential to avoid misunderstandings. This helps both the AI and customers who may not be familiar with technical jargon.

8. Describe Images

Since AI systems cannot 'see' images, it’s crucial to provide detailed descriptions of all visual content. This makes the information conveyed through images accessible to both AI and visually impaired users.

9. Using Numbered Lists

Numbered lists, as opposed to bullet points, provide a clear sequence of steps, which is particularly useful for process explanations. This aids the AI in delivering accurate and ordered responses.

10. Focusing on High Traffic Content

Prioritize the optimization of high-traffic content, as these areas are most likely to be accessed by customers and used by the AI for answering queries. Regular updates to these sections ensure accuracy and relevancy.

11. Providing Context

Each paragraph should be self-contained and self-explanatory, maintaining context throughout the content. This ensures that both the AI and the customer can understand the relevance and meaning of the information, even if a paragraph is read in isolation.

12. Conducting Regular Content Audits

Regular audits of your content, especially older materials, are crucial to maintain accuracy and relevancy. This ensures that the AI continues to provide correct responses based on current information.

13. Adding an FAQ Section

An FAQ section addresses common queries in a concise manner, providing the AI with a repository of quick answers. Ensure that each response in the FAQ is self-contained and informative.

14. Updating with New Questions

Continuously update your knowledge base with new questions that arise frequently. This keeps the AI system up-to-date and reduces the workload on customer support teams by allowing the AI to handle these common queries.

15. Stating the Obvious

Do not assume any prior knowledge on the part of the AI or the customer. Explicitly stating basic information ensures that there are no gaps in understanding or in the AI’s responses.

16. Describing Internal Processes

Include detailed descriptions of internal processes such as refunds, order tracking, and technical issue resolution. This helps the AI provide detailed and accurate assistance to customers.

17. Addressing Misconceptions

Create content that specifically targets and clarifies common misconceptions and errors related to your products or services. This ensures that accurate information is conveyed to both customers and the AI system.

18. Describing Products and Features

Provide detailed and specific descriptions of your products and their features. This enables the AI to offer precise and relevant information in response to customer inquiries.

19. Using Relevant Tags

Incorporate relevant tags in your content to enhance the AI's ability to retrieve and provide accurate information. Avoid over-tagging or using irrelevant tags to prevent confusion in the AI system.

20. Eliminating Duplicate Content

Remove duplicate content to prevent inconsistencies and confusion. A singular, accurate source for each topic ensures consistent information retrieval by the AI.

21. Regular Updates

Keep your content up-to-date with regular reviews and updates, especially following changes to products, services, or policies. This keeps your AI system informed and relevant.

In conclusion, creating an AI-optimized customer support knowledge base is a dynamic and ongoing process. It requires a strategic approach to content creation and management, focusing on clarity, accuracy, and relevance. By following these guidelines, businesses can ensure that their AI-driven customer support systems are not only efficient and reliable but also provide a superior experience to their customers.


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Mateusz Drozd
AI Solutions Architect