Organizations are under constant pressure to do more with less. Every single business needs to meet this challenge, leverage new technology, optimize, and resolve customer issues even faster. It never ends.
Speed and smooth workflow are important particularly in customer service. When customers need assistance, they want to be able to get it quickly and easily.
And here come OpenAI and ChatGPT that allow companies to get things done faster and optimize their efficiency. More and more companies roll out AI-based features that help users get things done faster to optimize efficiency and workflow.
AI knowledge base can help businesses enhance their knowledge management, making it easier for employees to create, manage, and find information they need when they need it.
In turn, this can lead to better decision-making, improved responsiveness, customer self service, and, at the end of the day, higher levels of satisfaction all around.
A knowledge base packed with AI can help you do just that by providing your teams with the information they need to provide immediate answer accurately and in no time. This not only results in happier customers, but also builds trust and loyalty over time.
AI is changing the way we do business and customer support
AI is changing customer service.
With the advent of machine learning and NLP, businesses are now able to provide automated customer service that is more efficient and accurate than human support.
Have a look at top SaaS businesses, such as Intercom, LiveChat, and others, and you will see the adoption of AI throughout their services.
Automation in the need for customer service reps, which results in cost savings for businesses. In addition, AI is also being used to help businesses make better decisions. Such algorithms can now perform data analysis faster and more accurately than humans, which has lead to improved decision making in a number of businesses.
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What is AI knowledge base?
An AI knowledge base is a centralized hub of information, seamlessly incorporated with artificial intelligence technologies. Diverging from conventional knowledge bases, an AI knowledge base is characterized by its dynamic nature.
It utilizes machine learning and natural language processing to adapt and evolve based on diverse interactions, such as analyzing website behavior and incorporating customer feedback. This continuous learning process enhances its ability to provide accurate and valuable information, progressively improving its performance over time.
In simple words, an AI knowledge base has features that improve experience on both ends, for support agents and end users.
Features of AI knowledge base
Now let's have a look at some AI-based features.
Improved knowledge base search
As your organization's knowledge base expands, it's crucial to have a search function that can quickly bring up the right content when employees search with just a few keywords.
That's where AI comes in.
AI can automatically generate relevant tags based on a help article's content. Then, by using Natural Language Processing (NLP) and graph-based algorithms, an AI knowledge base can find relevant content based on keywords.
This helps search engines bring up relevant content. Keywords empower users to find the information they need, even when the knowledge base is huge and keeps growing.
It's also great for customers who prefer self service – well optimized keywords in knowledge resources let users quickly find solutions to their problems.
If search can't find any relevant articles based on a query, it alerts managers of an AI knowledge base, letting them know about the gap in knowledge. Missed queries can usually be seen in an analytics section of a knowledge base tool.
KnowledgeBase has a great AI feature – QuickAnswer. This feature works a little bit like Google. It gives users a tailor-made answer to their exact query right inside the search box. This means that users don't have to view an article and scroll through it until they find what they want.
If QuickAnswer can't generate a custom answer, it presents a user with a list of relevant articles.
This way, we can quickly address any missing information and ensure that our corporate knowledge is always up to date with the evolving business landscape. Thanks to AI-powered search, our business agility and continuity keep improving day by day.
Improved content creation
When it comes to knowledge base software, content creation is a big deal.
That's where AI comes in handy. It can assist in writing and improving your content with a few clicks. AI automatically corrects typos, fixes grammar mistakes, improves style, improves readability, or can change the tone of voice, saving you time spent on editing.
Some tools, like KnowledgeBase, can compose help articles from bits and pieces of information. You just enter crucial information, hit the Generate button, and the tool presents you with a proper help article.
Another great AI-based feature are suggestions of help articles based on chat history. It's a great solution for bridging the knowledge gap in your knowledge base. The ideas for help article are right there, inside your conversations with customers.
If that's sounds interesting, learn more about KnowledgeBase.
AI algorithms can also measure the impact of your knowledge articles by gathering data from different sources like Google Analytics, article likes, and readability scores. This data gives you key insights that can help you enhance your content and improve the quality of your content.
Enhanced learning and development
Making sure that knowledge reaches all employees is crucial for easy access to organizational knowledge. It's a game-changer that boosts employee communication, satisfaction, and retention.
With the help of AI algorithms, we can encourage employees to acquire new skills based on their current expertise and the content they read, share, and contribute to.
If an employee is reading articles on data analytics, AI can nudge them to take a new course on data offered by the organization's learning management system.
This not only improves their skills but also enables them to be cross-trained in different areas. And you know what that does? It adds a dash of business agility to the organization.
Benefits of using an AI knowledge base
An AI knowledge base is more than just a fancier version of a regular system. It brings more practical more. Let's take a look at some of them.
Improved support
When providing customer support, one of the factors that greatly influence customer experience is responsiveness and resolution time. An AI-powered knowledge base can understand natural language questions, quickly find the right information, and predict future queries. This results in fast, precise, and contextual assistance, adding up to a much better customer service experience.
Faster response times
More than 80% of consumers consider an immediate response important, especially for sales questions. AI knowledge bases excel in reducing response times by helping support teams access answers faster. They integrate with support platforms to provide agents with real-time resources. One example here can te LiveChat and its integration with KnowledgeBase – it gives agents access to knowledge inside the conversation with a customer.
Increased productivity
AI knowledge bases can independently handle large numbers of queries, freeing up your support team to focus on more complex issues that need human touch. This boosts operational efficiency, leading to increased productivity and cost savings.
How is AI changing the way interact with customers?
For support teams, AI can be a game-changer, especially when it comes to improving the workflow and job satisfaction of agents.
Automating customer support requests with chatbots
One way AI is changing customer support is through the use of chatbots.
Chatbots are computer programs that can mimic human conversation, and are increasingly used to handle customer queries. By automating simple tasks, chatbots free up customer support agents to deal with more complex issues. In addition, chatbots, just like knowledge base, can operate 24/7, meaning that customers can get help outside of normal business hours.
Adapt machine learning in solving customer's problem
Another way artificial intelligence is changing customer support is through the use of machine learning. It is a form of AI that allows computer systems to learn from data and improve over time.
Support teams can use machine learning to analyze customer data and identify patterns. This information can then be used to provide relevant knowledge, resolve problems more quickly, and improve customer experience.
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What types of content users can find in an AI knowledge base?
Understanding the types of content in your knowledge base is crucial for an effective knowledge management and a smooth user experience.
In an AI knowledge base, content generally falls into three categories: structured, unstructured, and automated knowledge content. Let's explore each one in more detail.
Structured knowledge content
This content is well-organized and easy to understand, with examples such as FAQs, troubleshooting guides, how-to articles, user manuals, and glossaries. The information is categorized, making it simple for both the AI and users to navigate and find what they need.
Unstructured knowledge content
Unstructured content lacks a predefined format and isn't sorted into specific fields. Examples include customer emails, social media interactions, support history, and chat logs. While organizing unstructured data can be challenging, a well-designed AI knowledge base can extract valuable insights using advanced AI algorithms for text analytics and sentiment analysis.
Automated knowledge content
Automated content involves the collaboration of machine learning and natural language processing to generate responsive and user-specific content in real-time. This includes instant chatbot replies, or features like QuickAnswer I mentioned previously, and surfacing relevant knowledge base articles based on a user’s input. AI can identify common questions, create customized responses from past interactions, and identify potential gaps in knowledge.
Why is it worth to upgrade your knowledge base with NLP?
Natural language processing (NLP) is a subfield of artificial intelligence that deals with the interaction between computers and human (natural) languages. In general, NLP tasks include text classification, information extraction, machine translation, natural language generation, sentiment analysis, and speech recognition. For knowledge bases specifically, it can be used for a variety of tasks such as:
- Entity recognition
- Entity linking
- Natural language query understanding
- Natural language text generation
In terms of serving content, it can be used to automatically generate summaries of articles or to create suggested articles based on a user's search query.
For example, if a customer is looking for an article on how to change a tire, the NLP algorithm can analyze the customer's query and suggest relevant articles from the knowledge base such as "How to Change a Tire" or "Tire Change Tips and Tricks." By using this technology to serve content, organizations can provide their customers with more relevant and targeted results.
NLP can also be used to help customers identify articles that are relevant to their interests. For example, if a customer is looking for information on tires, the natural language processing algorithm can analyze the customer's query and suggest relevant articles from the knowledge base such as "Best Tires for Winter Driving" or "How to Choose the Right Tires for Your Vehicle." This way, organizations can provide their customers with a better experience overall.
Automate your knowledge base with AI algorithm
Automating your knowledge bases with an AI algorithm can help you deliver lightning-fast customer support and effortless self-service.
If you're looking for a way to improve your customer support and self-service, consider automating your knowledge base with KnowledgeBase software. Our tool is designed to help you quickly and easily find the information you need. We also offer a wide range of customization options to ensure that you can tailor the software to meet your specific needs. And because we use human intelligence to power our software, you can be confident that you're getting the most accurate and up-to-date information available.
So if you're ready to take your customer support to the next level, automated knowledge base is the way to go. Sign up today and get started!
