Alex RaineyAlex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.
Table of Contents
- What is Knowledge Base Software for AI Customer Support?
- AI Knowledge Base Software vs. Traditional Knowledge Base Software
- Benefits of AI-Powered Knowledge Base Software for Customer Support
- 1. Rapid 24/7 Customer Assistance
- 2. Self-Service Options
- 3. Personalized Virtual Support
- 4. Simplified Content Creation Process
- 5. Centralized Business Information Repository
- How To Adopt an AI Knowledge Base Software for Customer Support?
- 1. Specify Your Target Objectives
- 2. Pick The Right AI Knowledge Base Software for Your Business
- Features
- Price
- Integration
- 3. Prepare Your AI’s Training Data
- 4. Launch the Software and Monitor its Performance
- Implement an AI-Powered Knowledge Base Software for Customer Support
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May 8, 2024 10:08 AM
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This ain’t a sci-fi movie, but AI is now taking over the world.
Well, not literally. But look around; AI is everywhere. It can write blogs, compose songs, or even improve your business’s operations, including customer support.
Customers love fast support service, and they receive assistance in under 2 minutes. If they want information about their problems, they want it quickly.
And when it comes to rapid knowledge delivery, nothing beats AI.
Discover how knowledge base software for AI customer support can help your business and serve more customers with near-instant speed and top-notch quality.
What is Knowledge Base Software for AI Customer Support?
An AI-powered knowledge base software stores, manages, and shares knowledge and information about an organization or business. Using machine learning and natural language processing, this software can “understand” the context of a user’s query and provide them with an instant, knowledge-rich response.
In customer support, AI knowledge base software is used to give customers accurate and useful information to solve their problems without the need for human intervention.
For instance, if a customer asks, “How to change my subscription plan?” the software may provide a step-by-step procedure on how to change one’s subscription plan or link him to related FAQs or knowledge base articles on your website.
AI Knowledge Base Software vs. Traditional Knowledge Base Software
Unlike the old-fashioned, non-AI knowledge bases, AI-powered software doesn’t rely on matching keywords to generate a response to customers.
Through machine learning and natural language processing, AI customer support knowledge base software can understand the user’s intent when he asks the question, allowing it to provide a relevant response.
Here’s an example: if the customer types “subscription plans” in his query but your knowledge base articles use the keyword “membership plans,” the traditional knowledge base software won’t provide any results for the query since there’s no keyword matching.
Meanwhile, AI knowledge base software will understand the query’s intent and provide the most relevant information to the customer.
Benefits of AI-Powered Knowledge Base Software for Customer Support
Here are some benefits of adopting an AI-driven knowledge base solutions to your business’s support service:
1. Rapid 24/7 Customer Assistance
AI software can process information in milliseconds, giving near-instant answers to basic customer queries. It can also operate 24/7, ensuring that customers get assistance whenever needed.
2. Self-Service Options
Customers can use your knowledge base software to search for FAQ articles, tutorials, or guides that can help them find solutions. This provides them with a reliable self-service option in case they prefer not to contact your help desk.
3. Personalized Virtual Support
AI knowledge base software can provide personalized responses as if it’s an actual human agent. For instance, the software can give tailored-fit recommendations according to customers’ interests and previous interactions with your business.
4. Simplified Content Creation Process
AI knowledge base software can help the content creation process in many ways.
For instance, you can turn it into an internal AI assistant for retrieving business-related information for your FAQ articles, tutorial guides, or product feature blogs.
It can also be a writing assistant that suggests new topics based on your previously published articles and content. You can also prompt it to write a draft of your content that you can enrich and polish into a ready-to-publish article or blog.
5. Centralized Business Information Repository
With the use of AI knowledge software, your team can quickly retrieve business-related information on demand. This helps accelerate ticket resolution processes, leading to improved team efficiency and productivity.
How To Adopt an AI Knowledge Base Software for Customer Support?
Setting up customer support AI solutions can drastically improve the speed and quality of your business’s support service, elevating customer satisfaction and retention.
However, the integration process requires careful planning to ensure that the software fits your business’s needs and that your staff can properly use it.
Follow these steps to adopt AI-powered knowledge base software for customer support effectively:
1. Specify Your Target Objectives
Define the end goal for adopting an AI knowledge-based software for your business. Preferably, the software adoption must solve a particular shortcoming of your support service. From here, you can decide how to approach the entire integration process.
2. Pick The Right AI Knowledge Base Software for Your Business
In this step, you must consider three factors:
Features
The software’s features must be able to help you achieve the goal you determined in Step 1. For instance, if your goal is to automate support service, then you can acquire a knowledge base software that builds AI chatbots to automatically respond to customer queries.
It’s also ideal to pick software with a wide range of features. For instance, My AskAI is an AI knowledge base software capable of producing AI chatbots, responding to customer emails, building Q&A widgets, and serving as an internal assistant.
Price
Pick affordable software to ensure that you can sustain its monthly subscription. Startups and small businesses can try those that offer $0 services.
Integration
The software should be capable of integrating into your business’s work apps.
3. Prepare Your AI’s Training Data
The training data includes your company’s text documents, help articles, blogs, URLs, cloud storage, and other relevant sources. The content of these sources must be accurate and precise to ensure the quality and consistency of your software.
4. Launch the Software and Monitor its Performance
You might need to customize the software’s interface, design, and functionalities to match your brand. Once done, you can launch the software so your customers and staff can use it. Regularly monitor its performance and apply some refinements, if necessary.
Implement an AI-Powered Knowledge Base Software for Customer Support
With My AskAI, you can empower your business’s customer support by adding AI chatbots to your existing live chat platforms such as Intercom or Zendesk. No more slow responses and unhappy customers, as your chatbot instantly responds to all queries overnight.
Sign up today and see the wonders of hybrid AI + human customer support.
Written by
Alex Rainey
Alex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.
