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Knowledge Base In AI: The Need & Benefits

15 mins read

A knowledge base is a self-serve online library of information about a product, service, department, or topic. Agents need a knowledge base to learn from experiences and update themselves to act on knowledge.

The data in the knowledge base can come from any source of information. Generally, the knowledge base includes details, FAQs, manuals, troubleshooting guides, reference artifacts, and other information that your team needs or needs to know.

Data is structured only by indexed encyclopedias. The cleverly crafted recovery mechanism adds intelligence to the foundation of knowledge.

Knowledge vs Intelligence

Simply put, AI provides a mechanism that enables machines to “acquire knowledge”. It allows the system to acquire, process, and use knowledge to perform tasks that demonstrate “intelligent” behavior. The behavior includes, for example, perception, reasoning, execution, learning, etc. 

There are significant differences between knowledge and intelligence. Knowledge is a collection of skills and information acquired by a person through experience. Knowledge is how to apply that knowledge to problem-solving and decision-making. AI-Driven Knowledge Management is a thought-out process where organizations generate value from intangible assets.

KM and AI are at their heart of knowledge. AI provides mechanisms to enable machines to learn. AI drives the system to help acquire, process, and use the knowledge to perform tasks.

Technically, AI and KM are two sides of the same coin. While KM allows knowledge to be grasped, AI provides the ability to expand, use, and generate knowledge in ways we have not yet imagined.

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Need for knowledge base in AI

The essence of the knowledge base in artificial intelligence is to acquire the knowledge of human experts to support decision-making, problem-solving and more. Over the years, knowledge base systems have been developed to support many organizational processes. AI-enabled customer support with self-service options is one of the most variable applications.

Many knowledge bases are built around artificial intelligence that can interact and respond to user input. Solutions are based on automatic deduction logic. When a user enters a query, the software helps reduce the solution.

AI-Powered Knowledge Base

As an organization’s knowledge base grows, search is essential in bringing relevant content when employees search using specific keywords. The AI ​​tool can use Natural Language Processing (NLP) and graph-based algorithms to generate relevant content based on keywords.

Customer service representatives often have to find the source of many parts and related documents to solve the customer’s problem. With keywords and tags, AI-backed Knowledge Base quickly fetches out a wide variety of information and responds quickly to agents.

The Knowledge Base in AI also collects all the information from different, sealed teams, making it easier for agents to retrieve. This feature eliminates the need to transfer customers to another department to get answers and prevents employees from responding to various agents’ questions.

Advantages of Knowledge Base

Knowledge-based activated systems increase productivity, reduce risk, and increase your competitive advantage. The knowledge base in AI provides several significant benefits for meeting customer support objectives.

1. Assured Consistent service

Different stakeholders in and around the business will refer to the same repository of information. This reduces confusion and enables multifunctional teams to work more consistently.

All agents have access to the same relevant content, meaning they are all working with the same information, therefore helping provide a consistent customer experience.

2. Higher-resolution rates at first contact

With good knowledge, customers need not be kept on hold or be transferred to agents, or called back later. The answers are at the fingertips of the customer. And when they have additional questions, other people in the community are there to help. This is an easy-to-use, self-service way to solve problems quickly.

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3. Reduced Training Effort 

The knowledge base, supported by a strong knowledge management program, offers continuous learning opportunities. Onboarding and fresh agents can learn faster, resulting in a better working environment and lower costs. Having a good knowledge base with AI-driven knowledge management makes it easy for agents and clients to find the correct answer in a standardized way.

4. Reliable knowledge retrieval

Knowledge employees can now use various tools, including cloud-based solutions, to share their knowledge and skills with others. AI simplifies the whole process with new technologies like natural language processing and machine learning algorithms.

5. Fetch data from diverse sources

People working in various departments handle information in different ways. One of the best AI knowledge base examples is where customer representatives can use the CRM tool and support team ticket system. AI helps organizations add and integrate knowledge across multiple processes yet deliver the required data.

6. Maintain knowledge base content up-to-date

AI maintains content accurate, relevant, and up to date. Over time, a vast amount of information is stored in the knowledge base. Eventually, some of them become obsolete, but no one bothers to update or dispose of them. AI supports agents to maintain knowledge by reminding them to update regularly. 

In this technologically advanced age of complex products and services, building a help center can be incredibly difficult. Still, support teams can rely on AI to automate processes and run them smoothly

7. Analysis through KM metrics

Proving that the knowledge management system is fulfilling its promise is challenging. The AI ​​makes it very easy to track performance metrics such as first call resolution, average wait time, and average call drop rate.

Benefits of an AI-driven knowledge base

Let’s see how Customer Service benefits from AI-driven Knowledge Base?

Modern businesses in the digital age use AI-powered knowledge base systems to provide high-quality customer service for obvious reasons, as mentioned below:

1. AI Knowledge Base enables fast service

When agents have actively imparted knowledge with the help of an AI system, they do not need to find the necessary answers. That means customers spend less time waiting. A well-equipped customer service system aids attending customers.  

Because AI can run a knowledge base and retrieve information from various sources, agents do not have to send clients through multiple departments to solve their problems. Customers only know that they are talking to your company, and they need a resolution.

2. AI helps keep content current.

AI-powered knowledge goes beyond providing content to agents to resolve customer issues quickly, but it can also ensure that its AI knowledge base remains genuinely relevant. In this technologically advanced age of complex products and services, building a help center can be incredibly difficult. Still, customer support teams can rely on AI to automate processes and run them smoothly.

3. Accelerated onboarding and job training with AI

Even if an experienced agent knows how to deal with the client in a particular situation, beginners spend a lot of time searching for the same information, even for apparent reasons.

An enhanced knowledge base in AI can provide relevant knowledge to agents based on the context of the ongoing conversation, eliminating the need for a search. This allows CX leaders to experience small graphs from training to operational curves.

A solid knowledge base enhanced with AI can provide appropriate knowledge to agents. This is reflected based on the context of the ongoing conversation, eliminating the need to search.  

Conclusion

Knowledge management tools enable organizations to build a knowledge base in artificial intelligence and manage their organizational knowledge by leveraging AI capabilities.

Soon several knowledge management tools will have several components of AI to enable better collaboration, increase knowledge exchange and increase employee productivity.

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