Enhance Your Business with AI Customer Support

Discover how AI can transform your customer support. Learn about the benefits and challenges of integrating AI with your existing knowledge base for improved customer service.

Enhance Your Business with AI Customer Support
Created time
Oct 7, 2024 04:56 PM
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Oct 7, 2024
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If you are looking to start using AI support for your business you're probably wondering whether you also need to update your knowledge base

Well, there's good news and (a small amount) of bad news:
 
  1. The good news first:
      • The majority of the time, writing for AI is like writing for people. The more readable, easy to understand, and well-explained something is, the better it will be for both parties.
  1. There are however a few small exceptions (dependent on your users):
      • AI can sometimes benefit from you "over-explaining" things with additional context/repetition. Where a person (and dependent on the experience of your average user) might have some implied knowledge and find this overly verbose, an AI likely doesn't have the context.
      • While jargon can sometimes (but not always) help or be quicker for human users if they are very familiar with your product, it will be harder for AI to interpret. Generally speaking, it makes it harder for the AI to find the right answers for your users.
      • A lot of people prefer getting information in tables, images, and diagrams (including screenshots), whereas this is generally harder/may not be possible for most AI tools to interpret. So you will need to "describe the diagram/image" - but I guess a potentially bonus here is it could improve accessibility!
  1. The final (bonus) bit of good news:
      • We even often find that the process of implementing AI demonstrates gaps, inconsistencies, and unclear areas of documentation to businesses, which, once addressed, benefit all users of your product.
 

Tags:

  • #customersupport
  • #customersuccess
  • #customerservice
  • #csleaders
  • #aiincustomersupport
  • #aisupport

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Written by

Mike Heap
Mike Heap

Mike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.