In today’s fast-paced digital landscape, customers expect instant, accurate answers – whether they’re browsing your website, engaging with your chatbot or reaching out to your contact centre.
Quick problem-solving has become synonymous with great customer service – with 90% of customers rating an ‘immediate’ response as important when they have a query, and 83% feeling more loyal to brands that listen and resolve complaints promptly.
But how can you deliver service that meets your customers’ need for speed without sacrificing quality? With the help of our latest feature: AI Knowledge Base.
What is an AI Knowledge Base?
Designed to help organisations make the most of their FAQs, an AI Knowledge Base is a centralised library of information about a product, service or topic. It’s a powerful, on-demand support tool that helps customers find answers instantly – and navigate products and services seamlessly – without agent support.
Reducing contact centre calls and costs, AI Knowledge Bases boost business efficiency while identifying gaps in FAQs and consumer-facing content. As a result, they’re vital tools for customer support teams, especially as companies scale – and integral to minimising agent effort, decreasing resolution time and improving customer satisfaction.
What’s the difference between internal and external AI Knowledge Bases?
Businesses typically use 2 types of AI Knowledge Bases: internal and external.
Internal AI Knowledge Bases are exclusively for employees and agents. They’re private resources that store company policies, training and onboarding materials, HR and legal policies and other proprietary data. Internal AI Knowledge Bases promote business efficiency by enabling employees to find what they need, fast. And as they’re only accessible by employees, they’re an ideal place to store private company information.
External AI Knowledge Bases are for customers. They’re a public-facing resource designed to help customers self-serve. An external AI Knowledge Base typically includes FAQs, product manuals, how-to guides, process videos and troubleshooting tips – resources designed to empower users to resolve issues independently.
Both types of AI Knowledge Bases improve efficiency, reduce workload and enhance user experience.
Why do you need an AI Knowledge Base?
An AI Knowledge Base is a cost-effective way to enhance both customer support and internal operations.
An external AI Knowledge Base provides 24/7 self-service, empowering customers to find answers independently. Not only does this reduce the need for hiring additional agents or making your team work round the clock, but it also lowers your operational costs.
Meanwhile, internal AI Knowledge Bases streamline agent training and onboarding. Instead of relying on time-consuming training sessions, new hires can self-train using organised resources, improving efficiency and reducing costs.
By implementing a well-structured AI Knowledge Base, you’ll improve service quality, enhance team productivity and cut support costs – all while delivering a better customer experience.
What should you include in your external AI Knowledge Base?
A well-structured external AI Knowledge Base should offer clear, accessible and engaging content to help customers find answers quickly. An e-commerce store might have an external AI Knowledge Base covering questions relating to billing, shipping, placing orders, returns and store locations – while a financial services organisation might focus on product information, how-to guides, financial tools, security tips and regulatory insights.
To maximise the effectiveness of your AI Knowledge Base, use a mix of content formats – FAQ pages, process videos, troubleshooting guides, tutorials and help centre articles, for example – so your audience can consume information in a way that works best for them.
The goal is for your external AI Knowledge Base to become a go-to self-service tool that reduces the strain on your support teams and enhances customer satisfaction by providing on-demand answers.
Who should create your external AI Knowledge Base?
Creating an external AI Knowledge Base should be a collaborative effort involving multiple teams within your organisation.
Customer service teams should lead the way. Support agents speak with customers every day, so they understand customer painpoints and know the types of problems users encounter most often. However, it’s crucial that engineering, product and service team members are involved too. They’re able to provide the technical knowledge – plus the level of detail – needed to solve those common issues.
Collaboration across these teams ensures the AI Knowledge Base is comprehensive, easy to navigate and effectively addresses customer needs.
How should you keep your AI Knowledge Base up to date?
To keep your AI Knowledge Base current, establish a proactive update process. Write AI Knowledge Base articles before launching new features and stay on top of user requests to identify gaps in information. Set up routines for regular updates and anticipate possible scenarios.
For instance, when revamping a feature, include writing or updating the documentation as part of your feature rollout or product launch plan. This ensures that up-to-date information is immediately available to users, improving their self-service experience and reducing support queries. And don’t forget to regularly review and refine content based on customer feedback and evolving product features.
Efficiently handle customer queries with Engage Hub’s AI Knowledge Base
Implementing an AI Knowledge Base can take your traditional help centre from ordinary to extraordinary. By empowering your customers to solve their issues independently via self-service, you’ll streamline customer support teams’ operations and allow them to focus on more complex tasks.
Quick and easy to implement, Engage Hub’s AI Knowledge Base is a game-changer when it comes to efficiently handling customer queries. Bringing together all data to intelligently respond to your customers – and helping you discover gaps and blind spots in your FAQs – discover human-like, natural interactions and customised responses to suit customer needs.
Get in touch today to get learn more.
