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Customer service is changing fast, and it’s all thanks to customers who expect more than just answers. They want experiences that feel personal, thoughtful, and effortless.
To meet these growing expectations, businesses are embracing knowledge-based AI to deliver support that’s quick, smart, and tailored to each individual. It’s not just a tech upgrade, but a whole new way of connecting, where every interaction feels smooth, meaningful, and genuinely helpful.
In this article, we’ll break down what knowledge-based AI is, how it works, and how businesses can harness it effectively. You’ll also learn how to build an AI-powered knowledge base, explore its key benefits, and see real-world examples in action.
What is knowledge-based AI?
Knowledge-based AI is a computer system that utilizes technological advancements, such as machine learning and natural language processing, to enable agents and customers to quickly find solutions to their inquiries within repository data, documents, and other knowledge-base information.
Knowledge-based AI has three components:
- A knowledge base (KB): A user-friendly self-service portal that provides detailed product information through organized documentation, such as FAQs, how-to guides, and troubleshooting instructions.
- Artificial intelligence (AI): This technology enables machines or computer systems to imitate human intelligence in performing tasks. AI systems learn from data and then utilize this knowledge to offer automated solutions, spot trends, and even make decisions.
- A user interface: This provides a dynamic bridge of communication facilitating seamless interaction between humans and computers on a device.
Types of content in an AI-powered knowledge base
To come up with the best knowledge base, information has to be compiled from different data sources to suit different audiences and serve different purposes:
- Structured knowledge content: This type of knowledge base content is organized in a certain hierarchy of categories and follows a specific formatting system. Some common examples include FAQs, articles, user guides, manuals.
- Unstructured knowledge content: This information comes from unstructured data and is relayed in a variety of formats to suit a specific purpose. Examples include customer interactions via social media or emails, discussions on community forums, chat transcripts, etc.
- Modified knowledge content: Some businesses utilize AI to generate information from different sources, such as conversations. These sources can be analyzed by AI to summarize information either on tickets or articles, translate content to multiple languages, shorten lengthy content, and more. Such information is what we refer to as automated content.
Ways to use an AI-enabled knowledge base
Knowledge based AI can be used in a variety of ways to enhance the efficiency, quality, and overall performance of different business processes. Here’s an in-depth look at how knowledge-based AI can be used for myriad purposes.
Providing multilingual support
Knowledge based AI can provide multilingual support by translating KB articles into various languages.
By breaking down language barriers, a multilingual knowledge base empowers customer service teams to connect with users across cultures. This makes support more efficient and accessible for a global audience.
Enhance article SEO rankings
AI can greatly improve article SEO rankings. This is because knowledge-based AI works by understanding the meaning, context, and intent behind search keywords and customer search queries.
By understanding keyword and search queries, the knowledge based AI:
- Autogenerates sitemaps to improve website navigation
- Optimizes keywords and predicts what content will attract more traffic
- Identifies content gaps to provide a more comprehensive and relevant user experience
- Provides SEO-friendly article titles and meta descriptions to improve website visibility on search engines
This can lead to improved visibility and higher traffic to your website, thus improving website search impressions.
Simplify knowledge base article content
One of the ways to use knowledge-based artificial intelligence is to simplify your knowledge base articles. Knowledge based AI can help your customers understand a long KB article using predefined tags and strong algorithms to:
- Summarize a knowledge base article’s content into a short and easy-to-read summary.
- Pinpoint main article concepts and main article intent.
This can greatly reduce the time agents and customers spend manually processing and understanding KB articles, thus making your customer service quicker, more reliable, and effective.
Deliver professional, error-free articles
AI can also help you deliver professional, error-free KB articles that adhere to a brand’s tone and style guidelines. It can refine KB articles using AI techniques like:
- Rephrasing: This allows for the professional rewriting of KB articles. It offers the flexibility to rephrase content in standard, fluent, or professional styles.
- Elaborating: This tool offers the ability to deepen and elaborate on chosen content, making it more detailed. It lets users select the desired tone and size of the content.
- Shortening: This tool makes the text more concise by removing superfluous words and phrases while keeping the meaning intact.
- Translating: This tool offers the convenience of translating content directly into various languages.
- Correcting grammar: This tool helps in correcting grammar errors in knowledge base content.
AI assist in KBs leads to a better understanding of knowledge base articles, thus increasing customer satisfaction.
Encourage self-service
Knowledge-based artificial intelligence can encourage customer self-service by offering users an intuitive interface to search articles that address their issues based on specific keywords.
Knowledge-based AI works in self-service by:
- Analyzing customer query keywords and suggesting the best relating knowledge base article to help them solve their issue.
- Generating concise summaries of lengthy articles to help customers more quickly understand main knowledge base concepts.
This can increase customer satisfaction, as users are able to resolve their issues quickly without waiting for the support team’s response.
Generate insightful reports and analytics
Finally, AI can analyze frequently asked questions and read articles to provide insightful reports and analytics that can help businesses make informed decisions. The analyzed data can be used to predict future customer needs and improve product features.
Additionally, the analyzed data helps agents identify customers’ frequently asked questions, thus giving agents ideas for new articles.
Why should you power your customer service with knowledge base AI?
Integrating knowledge-based artificial intelligence into your customer service can significantly enhance your customer support and improve customer satisfaction.
Knowledge base AI can handle a vast number of tasks, improving customer service efficiency and fostering customer loyalty.
Knowledge-based AI in customer service can also:
- Streamline content creation by assisting in drafting, refining and summarizing
- Accelerate agent onboarding and training
- Empower users to find answers themselves, enhancing ticket deflection and reducing demands on the support team
- Simplify knowledge management by categorizing and organizing content
- Deliver content in multiple languages with a user-friendly design, enhancing customer satisfaction
- Improve content discovery through AI auto-suggestions and smart AI search
- Assist in customer onboarding and agent training
How to create an AI knowledge base
Embarking on the journey of creating an AI knowledge base? Here are some vital pointers to help you craft one that’s not just effective, but also engaging and user-friendly.
The initial and most critical step before creating a knowledge base in AI is to decode your customers’ needs. You can implement strategies such as:
- Conducting surveys
- Analyzing customer behavior
- Incorporating customer feedback
This ensures that your knowledge base AI is tailored to your customers, providing them with valuable information.
Having information on customer needs, it’s time to set the boundaries for your knowledge base AI.
You need to decide which subjects and topics deserve a spot in the knowledge base and accumulate relevant data and materials to fortify your knowledge base.Resources such as FAQs, user manuals, and tutorials are great data repositories.
Ensuring your AI knowledge base has a uniform structure will simplify navigation, enabling customers to locate their required information, swiftly and efficiently.
Therefore, you need to have good information structure, easily identifiable categories, and a handy search tool.
Your knowledge base AI should be straightforward and simple to use. Avoid using jargon or advanced terminology that your consumers may not comprehend.
Instead, use plain, unambiguous language that everyone can easily understand.
There are several AI powered knowledge base tools on the market. Therefore, you need to choose one that meets your company’s requirements and budget.
Choose a proper tool that contains capabilities that makes it simple to create, modify, and manage knowledge-based content.
Implement machine learning to improve the efficiency and effectiveness of your knowledge base AI. Machine learning algorithms may continuously increase the knowledge base in AI by analyzing user inquiries and behavior.
This includes making tailored suggestions, anticipating client inquiries, and increasing search capabilities.
Top 5 knowledge-based AI software
The right customer service tools help you resolve issues efficiently, and keep customers satisfied. As customer expectations continue to rise, businesses need platforms that deliver fast, personalized support powered by knowledge-based artificial intelligence.
Here are five top-rated knowledge-based AI solutions designed to streamline service operations and elevate the customer experience.
BoldDesk
BoldDesk is customer service software that leverages artificial intelligence in its user-friendly knowledge base software. It integrates an AI copilot for both internal and external knowledge bases, to ensure all users get instant answers to all their inquiries.
With BoldDesk’s generative AI assistant, support teams can easily get automated responses to help them accurately and quickly answer common questions.
It’s AI-assisted knowledge base has capabilities such as:
- AI article summarization to make it easy for users to understand the gist of an article quickly.
- Article rephrasing tools to rewrite the content more clearly and simply to suit the target audience.
- AI-translating to convert articles into multiple languages.
- AI-powered search that suggests relevant articles based on user queries.
- SEO-friendly article titles and meta descriptions suggestions.
Pricing: Starts at $12 per agent/month
Free trial: 15 days
Looking to grow your team? Let’s build a custom plan together — chat with our experts now! You are welcome to initiate a 15-day free trial or arrange a live demo.
Guru
Guru is an AI-powered knowledge management platform designed to help teams capture, organize, and share information seamlessly across their workflows.
Guru has features that enable end-users to get answers instantly to all sorts of inquiries using an AI search tool. Cross-functional teams can create, manage, and share AI-generated information in real-time.
Pricing: Starts at $15/user/month
Free trial: 30 days
Korra
Korra is a knowledge management platform that supports all types of content and provides AI answers from different sources of information.
This solution enables organizations to centralize diverse data formats, ensuring seamless access. Korra can also be customized or rebranded to provide AI chat support for a self-service solution.
Pricing: Starts at $199/month
Free trial: Available
Slite
Slite is a collaborative, AI-powered knowledge base that runs on autopilot to ensure end-users can find company information with ease.
This platform streamlines knowledge management by enabling teams to create, organize, and access critical information efficiently.
It also uses an AI assistant to generate instant answers, has knowledge management tools and supports documentation of all knowledge types.
Pricing: Starts at $8/month/member
Free trial: 14 days
Tettra
With Tettra’s AI-powered assistant, Kai, a company can create and manage its information within an internal knowledge base.
This platform enhances knowledge accessibility and streamlines query resolution through intelligent automation and agent collaboration.
Pricing: Starts at $4/user/month
Free trial: 30 days
Elevate your support with knowledge-based AI
Knowledge-based AI is making customer service faster, smarter, and more personalized than ever.
With BoldDesk’s cutting-edge solutions, you’re not just automating responses; you’re unlocking streamlined workflows, customer service efficiency, and client experiences that truly stand out.
Curious to learn more? Request for a free trial or book a live demo to discover how BoldDesk’s knowledge-based AI can transform your customer service today! Contact us and rest assured that our team will provide you with complete assistance every step of the way.
We hope this article was insightful. Feel free to leave a comment below!
Related articles
- Tips to Create a Knowledge Base Effectively
- Knowledge Management System: Examples and Effective Guidelines
- The Best Knowledge Management Software & Tools (2024)
Frequently Asked Questions
Knowledge-based artificial intelligence refers to AI systems that utilize structured knowledge repositories like knowledge bases to simulate human reasoning and decision-making. These systems are designed to solve complex problems by applying rules and logic derived from stored information.
Knowledge-based AI tools streamline information retrieval, automate repetitive tasks, and support intelligent decision-making. They help businesses scale support operations, reduce response time, reduce manual effort, and deliver personalized experiences to users.
Artificial intelligence and knowledge management work together by organizing, analyzing, and delivering relevant information efficiently.
AI enhances knowledge management systems by automating content categorization, identifying gaps, and recommending updates based on user behavior and feedback.
Industries like IT support, healthcare, e-commerce, education, and finance benefit significantly from AI-based knowledge management systems. These tools help manage large volumes of data, improve operational efficiency, and support informed decision-making across departments.
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