August 24, 2024
Your customers should always feel like they matter to your business. But it’s difficult when your team is dealing with an endless number of repeated questions.
Good news—these days, AI is extending its capability in knowledge base management to take the pressure off your agent’s shoulders when serving customers.
Read on below to discover what the AI knowledge base is, how it can solve common customer worries, and a few platforms that optimise the implementation process.
First, let's understand what knowledge base means in customer service.
A knowledgebase is a library of support documentation that is used by businesses to assist both customers and employees.
An AI Knowledge Base, on the other hand, is a software solution that automatically collects, stores, and organises company support data in a central repository. They use both natural language processing (NLP) and machine learning (ML) algorithms to process system inputs, optimise search results, and recommend more accurate content over time.Â
This information can be directly accessed by customers or can be retrieved by agents during support interaction to rapidly aid customers.
They usually look something like this:
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An AI-powered knowledgebase can store several types of content. Each of these contents requires a different set of system processing and storage methods.Â
Knowing what type of content you are storing is crucial for optimised knowledgebase design and can help you provide an effective customer experience.
In general, the contents are classified into three categories: structured, unstructured, and automated knowledge content. Let's take a closer look at each one of them:
This type of content is structured in a hierarchical manner and directly answers specific queries. Contents like FAQs, how-to articles, user manuals, troubleshooting guides, and glossaries typically fall into this category.
Since the information is sorted into different folders from its creation, it is easy for AI to inspect the content and retrieve it when a customer or agent needs it.Â
This refers to content that doesn't have a predefined format and lacks systematic structures. Examples of unstructured data are support emails, forum discussions, social media interactions, chat logs, etc.Â
While it can be tough to manually extract insights from this type of content, a smart knowledge base can use sentiment analysis to extract valuable insights from the raw data. This helps your team members learn more about your target audience and make better business decisions.
This represents contents that are intelligently generated using machine learning algorithms and natural language processing. The AI can analyse real-time user interactions, feedback, and emerging data patterns to generate customer-specific content.Â
Say a customer reaches out to your brand through a chatbot. The system automatically identifies the real intent of the customers and accesses previous learning material to immediately craft responses.
Additionally, it can systematically sort large amounts of company information—into tags and folders—and surface the most relevant information based on a user's context.Â
Today’s customers are no longer interested in static content and passive support experiences.
By introducing an AI-powered knowledge base into your customer support system, you can take advantage of generative AI tools to automatically generate well-structured, accurate, and immersive content.
These documents are often grammatically correct and offer flexibility for tone adjustments to align with your brand guidelines.
Additionally, the machine learning technologies integrated within these platforms can analyse large volumes of user data to identify behaviour patterns and content performance. The idea here is to use the data to pinpoint content gaps and create better articles over time.
Most customers don’t want to wait in long lines to receive customer support. They want straight talk from the brands without wasting tons of time.
According to a study, a significant 46% of customers expect companies to respond as quickly as possible and within 4 hours. Adding to the fact that several customers correlate quick responses to a great customer experience, providing fast support becomes important for your business's longevity.
An AI knowledge base ensures a quick and effective response system by acting as a self-service portal for customers to independently solve their issues 24/7.
This not only improves your customer satisfaction rate but also reduces their dependency on your human agents, thereby offering your team an opportunity to focus on more complex tasks.
Whether you're dealing with an increased number of customer inquiries or engaging in any high-stakes conversation, your job is to always understand your customers' problems and provide high-quality support.
An AI knowledge base ensures your quality standards are met by surfacing relevant articles during interaction.Â
These recommendations are based on conversation keywords and can be either forwarded to the customer or used by teams to keep the conversation moving.
Hiring new employees for your company is challenging, but it's a whole different story when you are onboarding them into your company.
An AI-powered knowledge base ensures all your team members are skilled with up-to-date company knowledge by automatically providing correct and contextualised responses to product queries.
It also ensures both the team and the new hire have access to the same resources of information, thus eliminating any confusion between teams from the get-go.
Mevrik is an all-in-one digital customer experience platform built around AI that helps your business provide exceptional support to customers across all touchpoints.
Unlike other AI knowledge base platforms in the industry, the integrated knowledge base feature within the system offers a collective interface to guide your customers. You don’t need to go through the hassle of integrating external APIs to use knowledge base facilities.
You can pack the system with relevant and continuously updated content that can later surface in the interaction through the Knowledge Base widget.
Plus, Mevrik CX AI offers a wide range of FAQ creation tools. The system analyses existing content and customer queries to generate relevant FAQ answers. This not only saves time but also ensures that the FAQs accurately reflect customer needs and questions.
Price: Starts at $85 for the growth plan. Additionally, you can access knowledge base features as an add-on only for $35.
Slite is an AI-powered knowledge base platform for businesses looking to improve their search accuracy. The platform uses NLP algorithms to deeply analyse system behaviour and identify any content issues to create more accurate pieces.
The platform also offers features like PageRank, which automatically detects any cold or unused articles in the knowledgebase. It then prompts the user to remove or archive the article.
 Pricing: Starts at $8 per month/member.
Tettra is an AI-powered knowledge base platform primarily designed for support teams to organise and share their internal knowledge effectively. It can instantly integrate with Slack for team members to share, discuss, and resolve complex problems collaboratively.
Additionally, it uses machine learning and NLP algorithms in its AI assistant, Kai, to identify conversation intent and generate structured answers that assist both customers and agents.
Pricing: Starts at $4 per user/month.
The current way of making your business a success— is by being able to serve your customers with helpful information.
While it's a common scenario for information to exist in your company, the real challenge lies in retrieving it in a timely manner. And an AI-powered knowledgebase like Mevrik CX AI might just be the tool you need to resolve these issues quickly and effectively.
Save time building your knowledge-base management system with Mevrik CX AI.
Sign up for a free trial today.
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