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May 31, 2018 | By

5 Tips for Knowledge Management Success

AI in customer service is becoming the norm.  What used to be futuristic is now commonplace.  A chatbot or some form of AI-powered search bar to help customers get from Point A to Point B on a website is almost expected.  But making these self-service tools successful isn’t easy.  Much like human intelligence, artificial intelligence is not without limitations. Just as humans can only help with things they are smart about, AI relies on organizational data to help them determine how best to support a customer.  Bottom line:  Your chatbot is only be as good as the knowledge base that powers it.

The best customer support teams have robust knowledge bases that are thoughtfully organized and offer a concise solution to each potential question. Those that have been involved in curating knowledge bases know that getting to that point can be a steep climb – one that never really ends.  Adding, removing, updating and refining data based on business changes, customer interactions, etc. is a key part of the overall process.   Here are a few tips to keep your chatbot “brain” smart and successful:

  • Keep One Knowledge Base for Customers & Agents – Customers and agents working off the same knowledge-base ensures consistency. There’s nothing worse for customers than getting different answers in different places. It’s confusing and diminishes trust. Bonus: One knowledge base also means less content for you to maintain.
  • Actually Use Your Knowledge Base. The beauty of AI is that the system will get smarter with every engagement, so it’s important it is getting used often. Put a chatbot and/or link to a support page in an easy-to-find location on your website and encourage customers to try to self-serve first.  This helps customers get the answers they need quickly and is feeding the knowledge base with updated information for future engagements.
  • Establish a Feedback System. Allow both customers and agents to provide feedback about the usefulness of the support pulled from the knowledge base. This helps fill in where there might be gaps in information and provides valuable feedback for making the experience better next time.
  • Create Guidelines for Content Creation. Offering content creators a standard template for articles helps ensure important elements don’t get missed and makes it easier for customers and agents to find what they’re looking for within an article.
  • Review and Optimize. Even if users don’t actively provide feedback, you can check click through rates on articles served up for answers to determine if users found it helpful. Look at the most common search terms and key words to make sure you’re adequately addressing the most pressing concerns.

Using AI technology in customer service is a great way to enable your agents, lower costs, and provide customers scalable, consistent support across channels.  Yet, without a solid knowledge base, artificial intelligence won’t be very intelligent at all. Putting consistent time and effort into your knowledge base will help make the AI smarter, keep customers happy and ensure your customer service team has a helping hand that is actually….well, helpful.


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