The internal knowledge base chatbot: your organisation’s supercharged information hub!

ai knowledge base

Imagine having all of your company’s critical information at your fingertips, available via a single, intelligent source—that’s the power of an internal knowledge base chatbot!

This cutting-edge solution collects and centralises a wealth of data collected by client-facing chatbots and constantly fine-tuned by experts and customer support professionals.

In this article, we introduce what a knowledge base is for AI chatbots, how they can be trained, and how we optimise them for top-quality outputs!

What is a knowledge base?

A knowledge base is a self-service online library that gathers information about a product, service, department, or theme. Think of it as a database with all your company/Airbnb/persona details!

The data for your knowledge base can come from a wide range of sources, from text-based documents, to videos and website URLs.

We can train your knowledge base with plain text, documents (PDF, txt or docx), website URLs, sitemaps or directly through your Zendesk account,

Typically, contributors who are knowledgeable about the topics add to and expand the knowledge base. The content is wide-ranging, from everything one needs to know about your services, property, and persona to an explanation of how a product or service works.

The knowledge base can include FAQs, manuals, troubleshooting guides, runbooks, and other information that your team may want or need to know or that you want to provide front-end users and your chatbot access to.

Many knowledge bases are structured around artificial intelligence that can interact with and respond to user comments.

Follow this link to discover how chatbots work!

The Dual Force: Chatbots and Knowledge Bases

At the heart of this innovative solution lies the synergy between AI chatbots and knowledge bases. Let’s explore how these two components work together:

AI Chatbots: These conversational interfaces act as the front-line of customer support, engaging with users through text or voice-based interactions. Powered by advanced NLP algorithms, they can comprehend and respond to complex queries, all while maintaining a natural and engaging dialogue.

Knowledge Bases: Acting as the chatbot’s brain, knowledge bases are meticulously curated repositories of information. These online libraries contain data about products, services, and company procedures, ensuring that the chatbot has access to accurate and up-to-date resources.

When a customer initiates a conversation with the chatbot, the AI leverages the knowledge base to understand the query and formulate a relevant response. This seamless integration ensures that customers receive consistent and reliable information, regardless of the complexity of their questions.

Example with a knowledge base for an e-commerce store. The knowledge base leverages order status data.

How do we optimise your knowledge bases?

Pre-Launch – Collect the Essential Data

Before embarking on your chatbot journey, we need to lay the groundwork by gathering the necessary data. Here’s how to approach this crucial phase:

  • We start by providing you documents and templates to brainstorm which data should be found in your knowledge base. We can also connect to and interact with your tech stack, if needed, to better access your data.
  • We optimise your data and documents with the best practices in mind, to increase output quality and reduce token costs. (see below for best practices.)
  • We translate your knowledge base (as needed). As your business grows, you may find yourself catering to a global, multilingual audience. Don’t worry – you don’t have to manually translate your entire knowledge base into multiple languages.

Generative AI is a game-changer when it comes to optimizing your knowledge base. Thanks to its ability to understand and produce human-like text, this cutting-edge technology can enhance your existing resources.

Whether you need to summarize lengthy articles, shorten FAQ answers, or make how-to guides more conversational, generative AI can help you perfect your language for each customer interaction.

Train and Refine Your Chatbot

We then stress-test the chatbot to make sure the desired output is achieved!

There’s no better way to assess your chatbot’s capabilities than by exposing it to real-world scenarios. Set it live and observe how it performs with actual users or customers. Are they receiving the information they need? Is your chatbot retrieving the correct data from the knowledge base?

Post-Launch – Collect and Act on Feedback

One of the most remarkable aspects of chatbots is their ability to continuously learn and improve. To ensure your knowledge base remains optimized, embrace the following practices:

  • We detect and fix flaws with AI
  • We track and act on your analytics data and metrics
  • We gather customer feedback

These insights can fuel continuous enhancements to both your knowledge base and your overall business strategy.

Best practices to optimise your knowledgebase

We spend a lot of time optimising our clients’ data and producing the best possible knowledge base, which directly impacts the quality of the output of a chatbot!

We mostly focus on chunking and overlapping techniques and on the following practices:

  • Write in short but complete sentences or paragraphs instead of using a Q&A format, as AI bots rely on context clues from preceding sentences (which is why overlapping is critical).
  • Use clear and concise language, and explicitly define any jargon, acronyms, or product names along with their synonyms.
  • Refer to products and topics explicitly to avoid ambiguity when discussing multiple offerings or customer segments.
  • Structure the content with markup (H2, H3, H4) to organize core themes, making it easier for AI bots to navigate and find relevant information.
  • Provide descriptive text explanations for any images or videos to ensure AI bots can understand the visual content.
  • Frequently update the knowledge base to keep the information current, and incorporate common user queries and topics identified by your support team.
  • Leverage features like refreshing the AI settings to ensure your AI bot is ingesting the latest version of your knowledge base.

How can you leverage a business knowledge base?

Elevated Customer Experience

In today’s digital age, customers expect instant gratification and seamless support experiences. By combining the power of AI chatbots with the depth of knowledge bases, businesses can provide quick and accurate responses to customer queries, 24/7.

This not only enhances customer satisfaction but also fosters brand loyalty and trust.

Quick access to accurate information

Knowledge base chatbots, unlike their human counterparts, do not pause. They respond quickly and accurately, allowing your personnel to handle their responsibilities with confidence and finesse. Say goodbye to wasting time looking for answers!

A single customer experience

Customer happiness relies heavily on consistency. When you use an internal knowledge base chatbot, your customer support becomes more efficient and consistent.

Because both agents and the chatbot have access to the same data, the customer experience is unified and engaging.

Increased Operational Efficiency

One of the most significant advantages of this technology is its ability to streamline support workflows. By automating repetitive tasks and deflecting low-complexity queries, AI chatbots with knowledge bases free up valuable human resources, allowing support teams to focus on more complex issues that require a human touch.

Customer service boosted

Customer service has recently received a significant improvement. By combining all of the data into your knowledge base, both the chatbot and your agents will have instant access to the relevant information.

Prepare to astound your customers with prompt and accurate responses!

Cost Savings and Scalability

Implementing an AI-powered chatbot integrated with a knowledge base can significantly reduce operational costs.

With a self-service solution in place, businesses can handle a higher volume of customer inquiries without the need for additional human resources. This scalability ensures that companies can adapt to growing demand while maintaining a consistent level of support.

Unleash the Potential of AI-Driven Customer Support

In a world where customer expectations are constantly evolving, businesses must adapt and embrace innovative solutions.

By integrating AI chatbots with knowledge bases, companies can unlock a new era of customer support – one that is efficient, scalable, and tailored to the unique needs of each individual.

So, what are you waiting for? Embark on this transformative journey, and experience the power of AI-driven customer support. Your customers – and your bottom line – will thank you.

FAQs

What is the difference between a rule-based chatbot and an AI chatbot?

Rule-based chatbots follow a predefined script, while AI chatbots use Natural Language Processing to understand the context and generate dynamic responses.

How does a knowledge base benefit an AI chatbot?

A knowledge base serves as the chatbot’s database, providing accurate and up-to-date information to effectively answer customer queries.

Can an AI chatbot powered by a knowledge base handle complex queries?

Yes, by leveraging the depth of information in the knowledge base, an AI chatbot can provide comprehensive responses to complex queries.

What metrics should be tracked to evaluate the performance of a chatbot with a knowledge base?

Key metrics include first contact resolution, customer satisfaction, and deflection rates.

How often should a knowledge base be updated?

To ensure accuracy and relevance, knowledge bases should be regularly reviewed and updated, ideally in alignment with product updates or policy changes.

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