What’s the best way to maintain help knowledge with AI?

Knowledge management and help content management are complex. We all know the effort we put into good customer service will be returned multiple times over – but sometimes that’s hard to measure. Often it just seems a chore.  

It’s no wonder there is a degree of ‘wishful thinking’ that Generative AI will do all the work for us.  We wish it could make sense of our existing documentation, polishing it up and filling in the blanks.  

The reality is that no amount of Generative AI will fix our poorly maintained knowledge. If we have multiple copies of documents, outdated or missing information, and a lack of ownership (things we see all the time), then Generative AI is just not the panacea we hope for.

What’s more – as per our prior blog – Generative AI can’t be trusted to generate correct answers even when given the correct source material.

What’s the alternative?

Face it – we need to create the content. So, it is best to figure out where’s a good place to author it (content management system) - and then figure out what content is needed (prioritisation).

At Helpfruit, we set out to create a great help content management system that makes it more enjoyable to manage your content.

What does that look like?

• Easy to use content management for long form help and chat answers in one place
• Tools for revisioning, versions, attribution, tagging, export and rollback
• Insight into usage – so we know what is actually getting used (i.e. see all conversations individually and as aggregated analytics).
• Getting weekly highlights of knowledge gaps – lets you focus on what people ask, in their own words, rather than what you think they need.

Helpfruit has powerful content management tools like selective publishing and version rollback – rich content including image and video support.

The articles editor also has an advanced editor with full HTML support, paste from Word with formatting, tables, images, video and table of contents.  All content in Helpfruit can be tagged, making it easy to manage content around topics.

Our tips for knowledge management

Better help content is part of the self-service flywheel. Put some energy in and you find people will make more use of the knowledge - which frees up more of your time to put into better knowledge. This is a positive feedback loop and ultimately the flywheel gains significant momentum. Then, all you need is a little effort to keep it moving.

It’s important to keep an eye on the analytics and keep on top of the knowledge gaps. Things are always changing, so make sure you have tool that shows you what people are really asking – and ideally gives you insights into what information needs to be updated. Nominating owners for this works best in our experience.  Just like you have owners for your website and customer support teams, you need knowledge owners too.

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"Our chatbot has helped over 10,000 teachers in the four months since launch by answering over 18,000 questions. These stats are better than anticipated at the outset – a great result for our members and us!” Susan F., Communications and Advice Manager, Teaching Council of Aotearoa New Zealand

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Where AI can be helpful in knowledge management

AI is great at understanding questions – so we use it to do that. AI is also good at summarising documents – so we also use it do that that in our Wizard tool.

Helpfruit with freshen up your customer success through this powerful customer self-service solution. Give us a try today: click here for your free Helpfruit trial! 🍊

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