Did you know that the most common reason for self-service failure, in 43% of cases, is that customers can’t find relevant content to their issue?
That means even if you have a knowledge base, customers still need help finding an answer to their questions. This results in:
- Delayed resolution time
- Query escalation to support agents via call or emails
- Downgrade of customer service experience
All this leads to unsatisfied customers.
That’s why it’s advised to incorporate AI to improve the self-service experience with a knowledge base.
An AI-powered knowledge base will streamline your customer service process and improve customer satisfaction. That’s why, in this guide, we’ll explore what an AI-powered knowledge base means, its growing role in the customer service industry, and tips that help you manage it better.
So, let’s get started.
What Is an AI-Powered Knowledge Base?
An AI-powered knowledge base is a digital repository that uses machine learning algorithms to find relevant information and help people find the right solution faster. It will engage users more proactively and help them locate related articles and the correct information in seconds.
Knowledge base tools like Document360 have incorporated AI in their search bar, where Eddy interacts and provides faster answers to customer queries.It will summarize the information from lengthy articles in a few sentences and reduce the resolution rate drastically. What’s more, you can rate its performance and let Eddy know if you find the information helpful.
Source Document360 Docs
That’s not all.
An AI-powered knowledge base also helps you curate article content, its title, meta description, identify related-article recommendations, and more.
But what role does this beneficial feature play in customer service processes? Let’s read below.
Role of AI-Powered Knowledge Base in Customer Service
1. Helps to reduce support tickets
While self-service help centers are known for drastically reducing support tickets, with AI in the picture, the existing resolution rate will surely go down.
Here’s why:
In a standard knowledge base, you will find a list of articles from which you need to identify which one helps you resolve the query. This can be time-consuming and ultimately prompt customers to contact the support team via email, chat, or call.
However, AI search engines in a knowledge base provide a summary of related articles and their links, making it easier for customers to find a solution and avoid approaching the support team. This results in reduced support tickets and improves agent productivity levels, too.
2. Faster issue resolution through quick access to knowledge
An AI-powered knowledge base is beneficial for both customers and support agents. Imagine your support agent going on a call. If they identify that a customer's query is quite common and can be answered via a help center article, all they have to do is search for that particular article and provide a solution.
But with an AI in the picture, agents get a quick summary they can explain faster rather than finding the apt point in a lengthy article. This helps them resolve a query faster and ensure that customers are satisfied with their service.
3. 24/7 support availability
An agent:
- Can be on leave
- Not be available during a specific chat or call as they are not present at their seats
- Not be available when it’s not their shift timing
But this isn’t true for AI, especially for an AI-powered knowledge base.
Its round-the-clock availability allows customers to approach a brand at any hour and find a faster solution to their pressing queries.
4. Improves customer satisfaction
An AI-powered knowledge base also boosts customer satisfaction by:
- Providing answers 24/7
- Offering quick, accurate answers
- Reducing wait time for receiving a solution
Moreover, the system learns about repetitive queries over time and offers a streamlined answer every time, avoiding any knowledge gap between customers and prospects. All this leads to improved customer satisfaction and even increases brand loyalty.
Tips to Manage AI-powered Knowledge Base for Customer Support Team
Given how beneficial it is to use an AI-powered knowledge base for your customer service, a few tips can help you streamline its use in the future. Some of these include the following:
1. Regularly update based on customer feedback
Upon understanding the query, always collect customer feedback to see if the AI offers the desired information. This will help you understand its accuracy and areas where it still needs to be trained.
2. Track performance through analytics
If you use an AI knowledge base, the analytics dashboard will offer a separate list of metrics to help you understand how AI performs during a search query.
Source: Document360 Docs
You must track metrics like:
- Total conversations
- Total queries
- Answered queries
- Unanswered queries
These will help you improve the performance of your AI knowledge base by training it for queries for which it failed to offer accurate answers.
3. Choose an AI-powered knowledge base tool
Don’t just fall for a tool that claims to offer AI functionalities. Choose one that offers not one but many other features that require AI capabilities.
If the tool you have in mind only offers assistive search, think again.
There are many other tools that offer more beyond AI search. It offers an array of AI features including,
- AI generator for meta description and title
- AI business glossary generator
- AI writing assistance
- AI article summarizer
- Relevant article suggestions
- AI FAQ generator
These will help you save time on content generation and help you take your help center articles live faster.
4. Connect your knowledge base to other customer service channels
Integration with other tools is also essential for streamlining the performance of your AI knowledge base.
There are two good reasons for this. One is that your AI learns from real customer interactions across various platforms, continuously improving its responses and recommendations. Two, integrations allow the knowledge base to be accessed across multiple channels (chat, email, phone) while maintaining context and consistency in customer interactions.
Get and Implement an AI-Powered Knowledge Base Today!
An AI-powered knowledge base will help you streamline your existing customer service performance. This intelligent system understands customer queries, provides instant answers, and learns from interactions.
It reduces support tickets, speeds up issue resolution, and offers 24/7 availability. By integrating with your existing tools, it creates a seamless support experience.
The result? Happier customers, more efficient teams, and lower support costs.
If this intrigues you, we suggest you choose the right tool and offer instant answers with an AI knowledge base today.
