Artificial Intelligence

Updated On: Apr 1, 2024

AI Knowledge Base: An Ultimate Guide 

Reading-Time 13 Min

Every organization has a knowledge base from where they can cross-check or retrieve information. However, finding the right answer in the nick of time is a tricky job. Enter AI Knowledge Base.

benefits of knowledge base in ai

AI is a boon to the process of information retrieval. It is quick and effective, and it is the future. In this blog, we will cover why you need an AI-powered knowledge base, its advantages, and, most importantly, the software available. 

What is an AI Knowledge Base? 

A knowledge base is a centralized repository of information, typically organized and structured in a way that allows for easy management and retrieval of information.  

An AI knowledge base is 10x stronger than an ordinary knowledge base. It leverages NLP (Natural Language Processing) and ML (Machine Learning) to understand user intent & processes vast amounts of information within a fraction of sections to deliver answers. Users can converse with an AI knowledge base, doing away with the need to wade through lengthy documents and workflows. 

Types of Content in AI Knowledge Base 

Structured Knowledge 

Structured knowledge is organized in a predefined format or schema, making it easily searchable and accessible by AI algorithms. 

Examples include FAQ (Frequently Asked Questions), troubleshooting guides, how-to articles, user manuals, glossaries, and other structured documents where information is categorized into fields. 

Unstructured Knowledge 

Unstructured content lacks a predetermined format and exists in its “raw” form. E.g., customer emails and messages, social media interactions, support history, chat logs, images, and videos. 

AI algorithms, particularly those using natural language processing (NLP) and computer vision, help extract and interpret information from unstructured sources. 

Automated Knowledge 

Automated content utilizes AI tools to generate content partially or entirely based on new data and user interactions. 

Examples include: 

  • AI-generated drafts for articles and FAQ based on existing data. 
  • Automated transcripts of videos and audio recordings. 
  • Chatbot responses based on pre-defined knowledge and rules. 

Key Components of an AI Knowledge Base 

Machine Learning Models: These algorithms enable the AI to learn from data, identify patterns, and make predictions with minimal human intervention. 

Natural Language Processing: NLP allows AI to understand and interpret human language, which is essential for analyzing and responding to user queries. It goes beyond simply matching keywords to analyzing the context and intent of user’s search query.  

Data Repository: A centralized storage system keeping all the relevant data. This can include structured data (like databases) and unstructured data (like text documents). 

How AI Compliments your Knowledge Base? 

Enhances self- service 

AI knowledge bases power up self-service by helping users to find answers independently, thanks to features like intelligent search and interactive chatbots. This also reduces their reliance on agents.

Additionally, AI, powered by NLP, analyzes user queries and gives relevant results, further streamlining the self-service experience. 

Makes nowledge Discovery a Breeze 

AI-powered NLP allows users to ask questions in natural language instead of relying on specific keywords, making information retrieval more intuitive. All you have to do is enter your questions and let AI wade through your knowledge base to give precise answers. 

Improves Response Time 

AI knowledge base enables users across channels with instant guided knowledge. The availability of right knowledge minimizes repeat conversations, empowers customer support reps to ask right questions to customers, and resolves problems in one go. 

AI also automates routine queries, allowing human agents to focus on more complex issues, which improves customer satisfaction rates (CSAT). 

Reduces Operational Costs 

By automating tasks such as answering repetitive questions, AI helps reduce labor costs by freeing up agents to work on more pressing and complicated issues. 

AI can quickly analyze user queries and recommend relevant information, which further reduces the need for additional support from human agents. Other ways in which AI impacts operational costs include content creation and curation, as well as enabling self-service. 

How to Build an AI Knowledge Base? 

Define your objective 

Determine the purpose and scope of the knowledge base you are building. Include the types of questions it should answer and the audience it will serve. 

Gather and organize data 

Informative and well-structured content can create an effective AI knowledge base. Collect relevant data from different sources in your organization, including chat logs, emails, call logs, and other customer interactions. Organize this data into a structured format.  

Choose the appropriate AI model 

NLP (Natural Language Processing) and ML (Machine Learning) are the most appropriate technologies when it comes to powering your knowledge base with AI. Depending on the complexity of your requirements, you can start with rule-based systems or move to more advanced machine-learning models. Or consider using a platform or framework that provides these AI capabilities. 

Train the model 

Use the gathered data to train your AI model and adjust its parameters to improve accuracy. 

This might include training on text data to understand language patterns for NLP models. For ML models, this could involve training on historical data to predict future outcomes.  

Continuously refine and retrain the model as new data becomes available to ensure it stays up-to-date and accurate. 

Conduct testing 

Test the AI knowledge base thoroughly. Use a variety of tests, like edge cases and common queries, to ensure the system is reliable. Also, conduct A/B testing to compare the AI’s performance against human agents and other systems. 

Monitor continuously and encourage feedback  

Once the knowledge base is live, continuously monitor its performance to identify the areas for improvement. A feedback loop is always helpful in understanding how well the knowledge base is meeting user needs and where it can be improved. Use analytics tools to track usage patterns, response times, and accuracy rates. 

Top AI-Powered Knowledge Base Software in 2024 

Knowmax

Knowmax

Knowmax is a CX-first knowledge management system that leverages Gen AI to deliver instant answers, fast-track content creation, and provide actionable insights for a healthy knowledge base.

Knowmax is easy to use and comes with a Chrome extension, eliminating the process of toggling between screens. It also comes with ready APIs for seamless integration with the platforms your support teams use.

Knowmax’s features include:

  • Ask AI: Browses knowledge base to deliver instant answers with source knowledge  
  • Content summaries: Summarizes key information and empowers frontliners to deliver solutions on the go. 
  • Faster content creation – Transforms existing content into decision trees, along with generating near-accurate drafts from prompts 
  • Multilingual Support: Translates content accurately into 15+ global languages with just a few clicks. 
  • Content Repurposing: Generates bit-sized FAQ & quizzes from lengthy articles  

Korra 

Korra

Korra’s AI-powered KB helps expedite the process of finding answers efficiently. Leveraging a sophisticated technology known as Knowledge Fusion, Korra consolidates diverse information sources, such as PDFs, web pages, and videos, into an easily comprehensible format.

Korra systematically dissects content structures, identifies key information, segments it effectively, and readies it for publication. This automation eliminates the need for manual intervention.

It supports agents in resolving customer issues promptly and offers self-service support portals for instant customer solutions.

Lucy

Lucy

Lucy uses natural language generation to analyze and synthesize vast quantities of search results spanning your organization’s knowledge. It is easy to integrate with communications channels like Teams or Slack.

Operating within the native data environment and establishing secure, end-to-end encrypted connections, Lucy ensures consistent access to the most current information. It also eliminates the hectic process of uploading data.

Slite  

Slite

Slite is designed with the objective of simplifying the processes involved in the creation, management, and retrieval of organizational information. It serves as a centralized repository, aiming to establish a singular source of truth for organizational knowledge.   

Leveraging AI, Slite facilitates language translation, rectifies spelling and grammatical errors, shortens lengthy text, adjusts tone and style, and provides summaries for extensive documents.  

Moreover, Slite includes an AI-driven assistant, expediting response times during information searches. You can further refine written communication through AI, including language translation, error correction, text condensation, tonal modification, simplification, and summarization.  

Capacity  

Capacity streamlines support tasks by integrating technological resources. It simplifies your workload by addressing common queries and executing repetitive tasks, allowing you to concentrate on resolving crucial business challenges.  

The AI-assisted platform offers rapid and comprehensive question coverage, restoring valuable time for your team to focus on their core responsibilities. Capacity acts as a centralized repository for diverse organizational knowledge, including tacit knowledge, application insights, document references, and more. 

 To Sum it Up 

AI knowledge base comes with great power, especially in the modern world, where organizations are expected to do more with less. And the ultimate key to turning AI’s hype into sustainable reality is backing up all AI initiatives with reliable knowledge infrastructures. 

Pratik Salia

Growth

Pratik is a customer experience professional who has worked with startups & conglomerates across various industries & markets for 10 years. He shares latest trends in the areas of CX and Digital Transformation for Customer Service & Contact Center.

Subscribe to our monthly newsletter

Knowledge by Knowmax

Stay updated with all things KM and CX transformation

By clicking on submit you agree to our Privacy Policy

Be the first to know

Unsubscribe anytime

Unlock the power of knowledge management for your customer service

Unlock the power of knowledge management for your customer service

Related Posts

Knowledge by Knowmax

Subscribe

Schedule a Demo