AI Powered Knowledge Base: Why Do You Need One?

10 min read
Dec 8, 2022
ai powered knowledge base

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 and optimize efficiency and workflow.

It also happens in the customer service industry. There are many aspects to customer service that can be improved and one of them is knowledge base software.

AI knowledge base can help businesses enhance their knowledge management practices, 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 often more accurate than human support team members.

Have a look at top 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.

AI knowledge management with new technologies

In today's business world, relevant and up-to-date information is essential for success. However, manually sifting through multiple sources of information can be time-consuming and overwhelming.

This is where AI helps!

AI-powered knowledge management systems can quickly and efficiently collect knowledge from a variety of sources. They can then filter this information to identify the most important pieces of knowledge for a given organization. This allows businesses to stay up-to-date with the latest relevant information, without spending hours researching themselves. 

In other words, AI can help businesses save time and resources by automating the process of knowledge management. Here are some examples.

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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. By using Natural Language Processing (NLP) and graph-based algorithms, an AI tool can find relevant content based on keywords.

But that's not all. Text analytics can automatically generate relevant tags for each piece of content in the knowledge base. It's one of AI-based features in KnowledgeBase: When you write content of an article, the tool automatically creates tags which are based on the provided content.

This helps AI-powered search engines bring up even more relevant content. It's a game-changer that empowers every employee to find the information they need, exactly when they need it, even as the knowledge base keeps growing.

It's also great for customers who prefer self service – well optimized knowledge base search lets them quickly find solutions to their problems.

If the AI algorithm can't find any relevant articles based on the search terms, it doesn't just give up. Instead, it proactively alerts content creators, letting them know about the gap in knowledge. Missed queries can usually be seen in an analytics section of a knowledge base tool, at least in KnowledgeBase.

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 using knowledge base software or tools, content creation is a big deal. That's where AI comes in handy. It can assist you in writing and improving your content in a jiffy. AI automatically corrects typos and fixes grammar mistakes, saving you from embarrassing blunders. Plus, it offers suggestions to make your content more readable based on semantic rules. Pretty cool, right?

Some tools, like KnowledgeBase, can compose help articles from bits and pieces of information using AI. You just enter crucial information, hit the Generate article button, and the tool presents you with a proper help article.

Another great AI-based thing are help articles on the basis of the most frequent issues from chats with customers. Here's how it works: A knowledge base tool connects with a chat tool, analyzes conversations, and identifies the most popular issues customers report via chat. Then, the tool puts them in a list you can turn into help articles.

If that's sounds interesting, learn more about KnowledgeBase.

But that's not all! AI can also suggest the right business glossary terms to use in each knowledge article. This ensures that everyone in the organization is on the same page when it comes to business and customer terms. It's all about creating a shared understanding and building organizational resilience.

Oh, and here's something impressive: AI algorithms can gauge 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 further enhance your content and reach that gold standard of knowledge enrichment. The AI algorithms can even alert the relevant stakeholders to review and update the content periodically, keeping your knowledge base fresh and up to date. And you know what that means? It brings enormous business agility to your entire organization.

Enhanced learning and development

Making sure that knowledge reaches all employees is crucial for uplifting organizational knowledge. It's a game-changer that boosts employee satisfaction and retention.

With the help of AI algorithms, we can encourage employees to acquire new skills based on their current expertise and the knowledge content they read, share, and contribute to. These algorithms leverage the power of data by integrating different organizational systems to help employees update their skill sets.

Let me give you an example. If an employee is devouring 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.

But that's not all.

AI algorithms are great at suggesting the right platform for content sharing to maximize its reach. By analyzing data collected from various analytics tools, these algorithms can tailor the content and recommend the most suitable platform to maximize customer engagement. It's all about getting the right content to the right people in the most effective way possible.

How can AI help with retrieving relevant information quickly and easily?

Semantic search is a technique for retrieving data quickly and easily. It relies on an AI algorithm to analyze the content of documents and identify the key concepts therein. This allows the search engine to provide more accurate results than a traditional search engine, which simply looks for matching keywords.

One important application of semantic search is in customer support. When a customer submits a support request, the AI powered knowledge base can be used to quickly find relevant documents. This can help reduce the response time, and ensure that the customer receives an accurate answer to their question. In addition, it can be used to proactively suggest solutions to common problems, before the customer even has to ask.

How is AI changing the way we interact with customers?

For support teams, AI can be a game-changer, providing high quality customer service and improving the job of customer support agents. 

Automate 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 they are increasingly being used to handle customer queries. By automating simple tasks, chatbots free up customer support agents to deal with more complex issues. In addition, chatbots 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.

Seamlessly connect knowledge and help center articles

AI powered knowledge management systems can help businesses to provide faster service. They can also help in retrieving help center or knowledge base content quickly and easily when needed. In addition, AI can help businesses to organize and manage information more efficiently and effectively, even for complex products.

New technologies are having a major impact on customer support, making it more efficient and effective. Support teams that adopt an AI system will be better placed to meet the needs of their customers and stay ahead of the competition.

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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:

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!