10 Benefits of an AI Knowledge Base and 8 Top Providers

Posted: January 11, 2024

Last Update: May 20, 2024

A Knowledge Base is a useful asset for customer service and IT Service Management (ITSM) teams. These can be used internally or externally, in the form of self-help or self-serve solutions for customers.

However, one of the main challenges in developing and publishing a Knowledge Base has been the amount of work involved in pulling together the information required. Now, with an AI Knowledge Base, organizations can more quickly and easily create and publish a Knowledge Base and keep it updated.

AI Knowledge Base

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In this article, we look at the advantages of investing in an AI Knowledge Base and compare eight of the most popular AI Knowledge Base tools on the market.

What is an AI Knowledge Base?

AI Knowledge Base solutions leverage Natural Language Processing (NLP), Machine Learning (ML) and AI-based algorithms to collect, curate, verify, edit, and make Knowledge Base articles easier to find (enhanced discoverability). They are faster, more efficient, and more comprehensive versions of a traditional Knowledge Base. In most cases, companies don't need to reinvent the wheel.

Also, organizations can simply plug in AI-powered software to their existing tech stack to further enhance the Knowledge Bases they already have.

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How Knowledge Base AI Makes Building & Maintaining a Knowledge Base Easier

Traditionally, Knowledge Bases have been static, becoming deposits of information that are not often updated. But with an AI Knowledge Base, this can be updated automatically to ensure its information is always relevant and timely.

Another advantage of an AI Knowledge Base is that it helps customers find information more quickly. AI-powered bots can even help customers find answers to questions. This is a serious advantage when 80% of consumers say they want a problem solved right away.

10 Benefits of Investing in an AI Knowledge Base

Let's look at 10 benefits of investing in an AI Knowledge Base to support your Knowledge Base, internal operations, and customer-centric teams, and services.

Automated Knowledge Base content updates

Imagine you receive 1000 support tickets daily: over 30,000 in the average month. The problem is that no one on your support team can collect, curate, and summarize those tickets, spot patterns and trends, customer sentiment, and other important indicators. But an AI Knowledge Base can.

AI has the ability to summarize large volumes of text and data resulting in timely and relevant Knowledge Base updates. This provides more support for customer service or ITSM teams.
More time-sensitive Knowledge Base changes

When the same issue keeps reappearing in customer support tickets, an AI Knowledge Base can quickly recognize this and produce a self-help article. This should help to reduce call/ticket volumes and give customers the ability to solve the issues themselves.

AI can improve the time-sensitive nature of Knowledge Base content updates, and this is almost impossible for humans to do as quickly. Then, it's simply a case of one of the team checking and editing what AI has produced before publishing any new Knowledge Base or self-help article.
More effective Knowledge Base analytics

Analytics helps organizations understand how and where to focus their support efforts. With AI, these metrics and analytics can be analyzed faster and in real-time. Then, if there's an uptick in customers looking for specific search terms and then asking for help from agents, resources can be assigned accordingly. This can reduce ticket/call times and better serve customers with improved self-serve guidelines.
Integrated support tickets with a Knowledge Base

Generative AI tools can turn concepts into content quickly. When there's an uptick in customer queries for certain issues, an organization will have the information available to every support team member instead of having it sit in a silo.
Gathering knowledge from multiple sources

Having AI for Knowledge Base is the ability to pull in material for Knowledge Base articles from multiple sources. These can include customer support tickets, emails, social media channels, and many other sources.
Creation of cognitive decision trees

Cognitive decision trees are a set of parameters that help AI understand how to organize data and make informed decisions. You can also provide more specific parameters at the start so that it can make decisions as required. Cognitive decision trees can also be produced when AI bases decisions on the input signals it is receiving.
Reducing support costs

With the support of AI tools and integration with other tools and software, AI as part of a Knowledge Base system will further help reduce support costs and time demands of teams. Because Knowledge Bases can become more helpful, customers can rely on self-serve tools more effectively. In turn, that will reduce demand on overwhelmed teams.
Improving meeting Service Level Agreements (SLAs)

With AI equipping Knowledge Bases better, the SLA adherence of overwhelmed team members will improve. This in turn can increase customer satisfaction scores (e.g., NPS CSAT, and others).
Helping customers with co-browsing and remote assistance

AI information tools can also support customers with co-browsing and remote assistance. That can further improve self-serve search functionality because an AI chatbot can walk a customer through troubleshooting processes.
Handling customer queries more effectively

Learning Language Models (LLMs) are the means whereby popular AI tools such as ChatGPT are trained. LLMs take NLP to a completely different level. Organizations can use NLPs, LLMs, and similar tools to understand better what customers need help with so they can receive more accurate information and personalized responses. Also, their questions can be assigned to the right agent quickly, or they can be directed to the relevant self-help articles and resources.

Now let's take a look at eight AI-powered Knowledge Base SaaS tools.

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Key Takeaways: Time to Invest in AI Knowledge Base Software

One of the main reasons organizations are investing in AI Knowledge Base software is that AI can more effectively understand customer queries, assign them to the right agents, save customer service and ITSM time and money, and improve and enhance Knowledge Bases.

This will give organizations an advantage against those who are delaying or waiting to invest in Knowledge Base AI tools. Now is the time to build for the future when this technology is in its relatively early days.

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