AI Content Suggestions streamline your Knowledge Base (KB) maintenance, making the process faster and more efficient. While you can manually update your KB using agent feedback, customer insights, or the Conversation Topics report, AI helps you scale those efforts with greater speed and accuracy.
Below, we’ll explore the benefits of using the AI Content Suggestions feature and how to set it up.
What is the AI Content Suggestions feature?
As part of the BusinessChat AI bot, we provide the AI content suggestions feature, which is a kind of Content Gap Recommendations. It automatically analyzes customer conversations to identify missing or suboptimal information in your knowledge base, then suggests specific, actionable updates to improve your bot's performance.
Instead of manually reviewing conversations to find out why the bot failed to answer a question, the AI highlights the exact content gaps and proposes fixes that can be implemented in a single click.
How to use the AI Content Suggestions?
The AI Content Suggestions feature doesn't need to be activated. It will start working the moment you activate your AI bot. However, the feature will not add content without your approval. Therefore, here's what you need to do on a regular basis:
Go to Content Suggestions under AI Bot
Under pending Suggestions, choose any question
Within each question, you will see the following:
Source Questions
Agent replies
Article title
Article content
Due date (optional)
Click Generate Article to instruct AI to rewrite it, if you want to. Or you can manually edit both the title and content.
Click on Approve Article to publish the new content, or click Reject to delete the AI-suggested article.
Do the same to all questions you think can use dedicated content
=> You will be able to see all the approved articles from the AI Content Suggestions in the Knowledge Base under the Suggestions Content card.