A knowledge base by its definition is an online content library of information about products, services, or topics. Customer support teams, consumers, and others rely on knowledge base tools to learn to solve errors, troubleshoot, or just to learn.
The knowledge base contains information from any number of sources. But all the top AI knowledge base tools contain:
- Guides
- FAQs
- Manuals
- Troubleshooting guide
- Reference content
- The basic information needed by customer support teams.
There are tons of knowledge base out there that leverage AI to provide the desired information at all times.
In this guide, we’ll cover what AI knowledge base tools are, their benefits, use cases, and top AI knowledge base tools.
What’s the Importance of Knowledge Base in AI?
The primary focus of the knowledge base in artificial intelligence is to cover the knowledge of experts. This helps in streamlining decision-making, problem-solving, and much more.
Over the past couple of years, knowledge base systems have been built to support several business needs. AI-based knowledge base comes included with self-service options and is considered some of the best tools.
Over the years, the knowledge base industry has taken a shift towards AI. Artificial intelligence can interact and respond to what user wants to search. Whenever a user searches for an answer, the AI helps in figuring out the answer.
What is AI Based Knowledge Base?
A Knowledge base grows over time. The biggest challenge with a huge knowledge base is that it brings up relevant solutions instead of the exact result when searching for something.
AI-based knowledge base software has specific algorithms that help you generate relevant content based on the keywords being searched.
Customer service representatives often have to find content from multiple sources to provide support to customers. AI-based knowledge base on the other hand provides all the information related to a particular keyword in an instant.
Plus, some tools can also collect information from separate teams to make sure the agent has enough information to help customers make a sale.
Advantages of Using an AI Knowledge Base
Knowledge base AI systems boost brand productivity, reduce risk, and boost your customer support teams to provide results. The knowledge base in AI has significant benefits for businesses that want to empower their customer support teams.
- Consistency
Agents, stakeholders, and consumers of a business will be using the same information, this reduces conflict and confusion of information. When there’s no confusion between the teams, it allows them to work with the same information.
All agents have access to the same type of information and can provide the same level of support to the customer in need.
- Higher Resolve Rates
When agents have access to high-quality information all the time, they can resolve customer queries much faster. Whatever questions a customer has, the agents will be ready with an answer.
And when customers have additional questions, other people can answer the question in the community forum. The self-service feature is loved by businesses of all kinds.
- Reduced Training Effort
The knowledge base supported by a brilliant management program provides learning opportunities to your team. New agents can learn faster and can provide better customer satisfaction rates.
Having AI-based knowledge management software makes the customer support process easy for agents.
- Reliable Knowledge Sharing
Agents who have learned new things can use cloud-based tools and other sharing methods to share their insights with other agents. AI can simplify the retrieval the knowledge using specific machine learning algorithms.
- Collect Data from Multiple Sources
People working in multiple departments, store and process information in various ways. AI tools help organizations in integrating all the knowledge spread across multiple departments to help agents provide the best resolution.
- Keep Content Up-to-Date
One of the best reasons to use an AI knowledge base is you can rest easy all the information is fresh, relevant, and up-to-date. AI tools can maintain content in a way it’s always fresh. Doing this manually can be exhausting. Going through every single piece of content to see if it’s obsolete, then revamping it to make it relevant is next to impossible.
This is where AI comes in. AI supports customer support agents by constantly providing them with information that’s 100% relevant.
It can be hard to build a knowledge base today, where technology is ever-evolving. So, an AI knowledge base can help make the process easy.
- Analytics
An AI knowledge base can even provide you with information if an AI knowledge base is worthwhile. The AI allows businesses to track the performance metrics such as call resolution time, average wait time, and call drop rate.
Major Benefits of AI Knowledge Base
Businesses that heavily rely on their customer support teams can benefit from AI knowledge base in 3 ways.
AI-powered tools of all kinds are providing high-quality customer service for major reasons.
- AI Knowledge Leads to Fast Service
When agents provide information with the help of an AI system, they don’t have to wait and think for answers. This leads to less waiting time for other customers. An AI-based knowledge base hastens the customer support process.
This is because AI can run a knowledge base and present information that’s needed by the agents.
- Relevant, Fresh Content
One of the biggest benefits of AI knowledge base tools is that all the information available to customers is relevant. Information gets outdated with any new update or a new technological launch. So, it’s up to the AI to make sure the information is correct and up-to-date.
- Fast-Tracking Onboarding and Training
Onboarding and training new employees take time and is a time-consuming process. Customers don’t want to deal with an agent that has no idea what they’re talking about. Moreover, it sets up bad imagery for the company.
An enhanced knowledge base in AI has the capability to provide the right knowledge quickly to agents based on keywords. This also allows training managers to train fresh agents in how to help the customers better.
Any AI-based knowledge management tool worth it’s salt can provide agents with the power to provide good customer support.