{"id":29873,"date":"2024-04-17T14:00:09","date_gmt":"2024-04-17T13:00:09","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=29873"},"modified":"2025-01-31T14:13:37","modified_gmt":"2025-01-31T14:13:37","slug":"guide-customer-service-knowledge-management-ai","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/guide-customer-service-knowledge-management-ai\/","title":{"rendered":"The ultimate guide to knowledge management in the age of AI"},"content":{"rendered":"<p>AI is revolutionizing the customer service industry. Our <a href=\"https:\/\/www.intercom.com\/blog\/campaign\/customer-service-trends-2024\"><em>Customer Service Trends Report 2024<\/em><\/a> revealed that almost half of customer support teams are currently using AI, with more set to join them this year.<\/p>\n<p>The benefits of <a href=\"https:\/\/www.intercom.com\/blog\/ai-first-customer-service\/\">AI-first Customer Service<\/a> are incredible: 24\/7 availability, multilingual support, major time savings, and fast, efficient resolutions for customers. But behind every great AI-driven support experience, there\u2019s an unsung hero: knowledge management.<\/p>\n<p>A comprehensive, well-structured knowledge management system is the power source of the AI machine. Whether you&#8217;re using a chatbot or AI agent to interact with customers, or an AI copilot as a personal assistant for your support team, these tools need an extensive pool of knowledge to draw from so your customers get accurate, up-to-date information \u2013 and your support reps don\u2019t have to answer the same questions over and over.<\/p>\n<p>In this guide, we walk through everything you need to know about effective, AI-optimized customer service knowledge management to help your team take advantage of all the benefits AI has to offer.<\/p>\n<h2 id=\"what-is-knowledge-management-and-why-is-it-so-important\">What is knowledge management and why is it so important?<\/h2>\n<blockquote class=\"pullquote-style-four\"><p><strong>Definition:<\/strong> Knowledge management is the process of creating, organizing, sharing, and maintaining knowledge in your business.<\/p><\/blockquote>\n<p>Your customer-facing knowledge base is a classic example, but your help center articles are just the tip of the knowledge management iceberg. In fact, knowledge management involves a range of activities such as:<\/p>\n<ul>\n<li><strong>Creating resources<\/strong> like <a href=\"https:\/\/www.intercom.com\/blog\/articles\">help center articles<\/a>, <a href=\"https:\/\/www.intercom.com\/blog\/\">blog posts<\/a>, internal guides, or learning materials.<\/li>\n<li><strong>Identifying gaps<\/strong> in your documented information.<\/li>\n<li><strong>Implementing systems<\/strong> that make it easy for team members (both humans and AI) to access and use this information when solving customer problems.<\/li>\n<li><strong>Developing workflows<\/strong> to ensure that your existing materials are continuously updated.<\/li>\n<\/ul>\n<h3 id=\"why-is-knowledge-management-important\">Why is knowledge management more important than ever in the age of AI?<\/h3>\n<p>Your knowledge base is no longer only for those intrepid customers who want to trek to your help center to self-serve \u2013 in the age of AI, it fuels everything.<\/p>\n<p>That\u2019s because your knowledge base is a crucial input for your AI-driven support experience \u2013\u00a0it\u2019s the key to accurately answering complex customer queries, speeding up resolution and handling times, and delighting your customers.<\/p>\n<p>Here are three reasons why knowledge management is on every forward-thinking support leader\u2019s mind right now.<\/p>\n<h4>1. AI is only as strong as what you \u201cfeed\u201d it<\/h4>\n<p>AI is only as good as the knowledge and content that it has access to. A lack of information, badly structured articles, or out-of-date documentation all prevent it from providing clear and correct answers to your customers, leading to poor customer experiences that degrade trust and fall short of their <a href=\"https:\/\/www.intercom.com\/blog\/meeting-customer-support-expectations\/\">high expectations<\/a>.<\/p>\n<p>No <a href=\"https:\/\/www.intercom.com\/blog\/ai-glossary\/#llm\">large language model<\/a> (LLM) knows your business like you do. ChatGPT doesn\u2019t understand your customers\u2019 needs, pain points, and use cases. That knowledge is unique to you and your organization, meaning you need to be the one to map it all out and feed it to AI.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-29964\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-1-scaled.jpg\" alt=\"\u201cKnowledge management is almost as important as the core AI technology itself. You've got to view knowledge as feeding the AI beast.\u201d \u2013 Declan Ivory, VP of Customer Support at Intercom\" width=\"2560\" height=\"1400\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-1-scaled.jpg 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-1-300x164.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-1-700x383.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-1-768x420.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-1-1536x840.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-1-2048x1120.jpg 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-1-600x328.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-1-1400x766.jpg 1400w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<h4>2. Every investment of knowledge has compounding results<\/h4>\n<p>Making the switch to AI isn\u2019t just adopting a new tool \u2013 it means adapting to a new ecosystem. And the sooner you start planting the seeds, the sooner you can start harvesting the rewards.<\/p>\n<p>In less horticultural terms, every upfront investment you make in your knowledge base has long-term benefits. And whether you hire someone to do this work full time or give your agents time away from the queues each week, the ROI speaks for itself.<\/p>\n<p>Think of it this way: say it takes 30 minutes to write a new help doc for a commonly asked question. That 30-minute investment results in:<\/p>\n<ul>\n<li><strong>Hours saved for your support reps<\/strong>, who no longer have to spend time responding to that query because now AI can handle it instead.\n<ul>\n<li><em><strong>Calculate:<\/strong> Average time to compose a response X frequency of query = time saved for your team.<\/em><\/li>\n<\/ul>\n<\/li>\n<li><strong>Hundreds of satisfied customers<\/strong> who get an instant, accurate response to their question and don\u2019t need to wait around for an available agent.\n<ul>\n<li><em><strong>Calculate:<\/strong> Number of customers who ask this query X average time to resolution = total time saved for customers.<\/em><\/li>\n<\/ul>\n<\/li>\n<li><strong>Data about your help docs and AI support experience<\/strong> for you to learn from, so you can make them even more effective.\n<ul>\n<li><em><strong>Monitor: <\/strong>AI involvement rate, resolution rate.<\/em><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>That\u2019s a pretty good ROI for half an hour\u2019s work.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-29965\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-2-scaled.jpg\" alt=\"\u201cWe're all strapped for time everywhere, especially in support. But the return on that investment is absolutely worth it, because it's going to give you that compounding impact. Put in this time now, and it\u2019s going to add up to all of these cases that your team doesn't have to handle down the road.\u201d \u2013 Bobby Stapleton, Director of Human Support at Intercom\" width=\"2560\" height=\"1400\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-2-scaled.jpg 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-2-300x164.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-2-700x383.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-2-768x420.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-2-1536x840.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-2-2048x1120.jpg 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-2-600x328.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-2-1400x766.jpg 1400w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<h4>3. Continuous learning leads to continuous improvement<\/h4>\n<p>When it comes to anything AI, the best way to learn is by doing.<\/p>\n<p>A robust knowledge management process ensures you\u2019re constantly getting valuable data to iterate on, so you can see what works and what doesn\u2019t. This helps you to identify opportunities and areas for improvement that will have the biggest impact for your customers and your team, so you can train AI to be the best it can be.<\/p>\n<p>But to start gathering this wealth of information and making these data-driven, customer-centric decisions, you need to start. As the old proverb says, \u201cThe best time to plant a tree is 20 years ago. The second best time is now.\u201d The sooner you start getting insights about what your customers want and need from your customer service, the sooner you can deliver it.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-29966\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-3-scaled.jpg\" alt=\"\u201cThe importance of training bots to get better over time is a key part of using an LLM. For example, Fin uses help center content to feed its accuracy and get better over time. So as our team adds more help center articles, because of the conversations they have with customers, Fin gets better as well.\u201d \u2013 Anthony Lopez, Director of Support Operations at Intercom\" width=\"2560\" height=\"1400\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-3-scaled.jpg 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-3-300x164.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-3-700x383.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-3-768x420.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-3-1536x840.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-3-2048x1120.jpg 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-3-600x328.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-3-1400x766.jpg 1400w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<h2 id=\"what-kind-of-information-should-you-cover-in-your-knowledge-base\">What kind of information should you cover in your knowledge base?<\/h2>\n<p><span style=\"font-weight: 400;\">Wrangling and prioritizing all of your internal and external support documentation can feel like a Herculean task, but with the right technology to help you do it, it doesn\u2019t have to. The<\/span><span style=\"font-weight: 400;\"> great thing about using <\/span><span style=\"font-weight: 400;\">a complete<\/span><span style=\"font-weight: 400;\"> AI-powered platform is that it gives you:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Data-driven insights to help you identify and prioritize which help content to create<\/b><span style=\"font-weight: 400;\"> based on what customers are actually looking for. For example, with <\/span><a href=\"https:\/\/www.intercom.com\/blog\/support-for-customers#ai-agent\"><span style=\"font-weight: 400;\">Fin<\/span><\/a><span style=\"font-weight: 400;\">, you get access to an \u201c<\/span><a href=\"https:\/\/www.intercom.com\/blog\/changes\/en\/44975-easily-surface-related-content-within-fin-s-unresolved-questions-report\"><span style=\"font-weight: 400;\">unresolved questions<\/span><\/a><span style=\"font-weight: 400;\">\u201d report that gives you insight into queries that Fin was unable to resolve and enables you to pinpoint areas where new content is needed. <\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>A centralized place to create, manage, and optimize your knowledge content<\/b>. For example, Intercom\u2019s <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/9357912-knowledge-hub-explained\">Knowledge Hub<\/a> enables you to create a single source of truth for your customer-facing and agent-facing help content\u00a0and enables you to configure and monitor how all of that content is used by AI to help your customers and your team.<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Whether<\/span><span style=\"font-weight: 400;\"> you\u2019re just starting out, or are looking for a quick refresher checklist, here are some examples<\/span><span style=\"font-weight: 400;\"> of information to include in your help center <\/span><span style=\"font-weight: 400;\">to help you get started \u2013 as well as multiple ways you can leverage this content to get the most bang for your buck.<\/span><\/p>\n<h3>1. Troubleshooting and FAQs<\/h3>\n<ul>\n<li><strong>What it is:<\/strong> Troubleshooting and FAQ documents answer common queries or problems that your customers have, like \u201cHow do I update my billing information?\u201d or \u201cWhy hasn\u2019t my order shipped yet?&#8221;<\/li>\n<li><strong>How to source information:<\/strong> Look for questions that come up again and again in your inbox, as well as topics your customers frequently search for (like \u201cBilling help\u201d or \u201cOrder updates\u201d).<\/li>\n<li><strong>Where to use this content:<\/strong> Knowledge base, AI agent\/chatbot, AI copilot, proactive support like <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/6475940-tooltips-explained\">tooltips<\/a>.<\/li>\n<\/ul>\n<h3>2. Quick-start product or feature guides<\/h3>\n<ul>\n<li><strong>What it is:<\/strong> Quick-start guides teach users how to efficiently set up products or features by following a series of sequential steps, such as, \u201cCreate your workspace,\u201d \u201cInvite your team,\u201d or \u201cRun your first report.\u201d<\/li>\n<li><strong>How to source information:<\/strong> Talk to your customer success team or onboarding specialists to learn their recommendations for getting started, or ask your product team to document this process when they\u2019re building new features.<\/li>\n<li><strong>Where to use this content:<\/strong> Knowledge base, AI agent\/chatbot, AI copilot, <a href=\"https:\/\/www.intercom.com\/blog\/product-tours\">product tours<\/a>.<\/li>\n<\/ul>\n<h3>3. Troubleshooting and advanced guides<\/h3>\n<ul>\n<li><strong>What it is:<\/strong> Troubleshooting and advanced guides help users get even more from your product or feature once they\u2019ve mastered the basics, leading to next-level adoption.<\/li>\n<li><strong>How to source information:<\/strong> Get input from internal experts like product managers, R&amp;D, and customer success managers.<\/li>\n<li><strong>Where to use this content:<\/strong> Knowledge base, AI agent\/chatbot, AI copilot, <a href=\"https:\/\/www.intercom.com\/blog\/messages\">targeted messaging<\/a> aimed at advanced users (sent in-app or via email).<\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400;\"><strong>4. Best practice tips for specific use cases<\/strong> <\/span><\/h3>\n<ul>\n<li><strong>What it is:<\/strong> These are tips aimed at specific cohorts of users who have similar jobs-to-be-done, like engineering teams or startups.<\/li>\n<li><strong>How to source information:<\/strong> Use a mix of hypothetical examples based on your target audience (your marketing team can help here) and conversations with real customers about their goals and workflows.<\/li>\n<li><strong>Where to use this content:<\/strong> Knowledge base, AI agent\/chatbot, AI copilot, tailored webinars, <a href=\"https:\/\/academy.intercom.com\/\">learning courses<\/a>.<\/li>\n<\/ul>\n<h2 id=\"create-a-knowledge-management-process-that-fuels-your-ai-with-these-5-steps\">Create a knowledge management process that fuels your AI with these 5 steps<\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-29981\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-45-scaled.jpg\" alt=\"5 steps to create a knowledge management process that fuels your AI: 1. Find the gaps in your existing knowledge base; 2. Make a plan to address the backlog; 3. Monitor KPIs to measure success; 4. Audit, audit, audit; 5. Build knowledge management into future launch plans\" width=\"2560\" height=\"1569\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-45-scaled.jpg 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-45-300x184.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-45-700x429.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-45-768x471.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-45-1536x941.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-45-2048x1255.jpg 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-45-600x368.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-45-1400x858.jpg 1400w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<h3>1. Find the gaps in your existing knowledge base<\/h3>\n<h4>Do an audit of your existing content<\/h4>\n<p>The first thing to do is review what materials you currently have. This is for two reasons: firstly, you need to make sure that the AI isn\u2019t learning from out-of-date information, and secondly, it identifies where the current gaps are.<\/p>\n<p>At Intercom, we had over 700 live articles to audit before feeding them to our AI agent, Fin. To do this, we divided the articles into product areas and gave relevant teams a week to check, update, or retire each article. Sharing the ownership like this made it a real team effort, and broke a mammoth job into achievable tasks.<\/p>\n<h4>Put yourself in your customer&#8217;s shoes<\/h4>\n<p>Walk yourself through the same steps that your customer will take when they look for help, including their first encounter with your AI-driven support experience.<\/p>\n<p>\u201cAs part of that first deployment, test it yourself, and make sure that you actually experience the experience that your customer is going to have,\u201d advises Declan Ivory, our VP of Customer Support. This will help you test out the quality of the answers and spot any missing topics or keywords in your content.<\/p>\n<h4>Seek input from your teams<\/h4>\n<p>When auditing and identifying gaps in our content, we didn\u2019t just rely on our customer support team: we took an \u201call hands on deck\u201d approach. By including your product and engineering teams in this process, you can get expert advice from the people who know more about your product than anyone else (because they built it!). Your sales, marketing, and customer success teams will also have unique insights about what matters to your customers and what they\u2019re trying to achieve.<\/p>\n<h4>Use the initial data from your AI agent or chatbot<\/h4>\n<p>After 30 days of using an AI agent or chatbot, you\u2019ll have enough data to see where it&#8217;s able to successfully resolve questions versus where it&#8217;s getting stuck \u2013 and why. Dig into that data to find areas to beef up (i.e. topics that don\u2019t have enough content for AI to handle and get handed over to support reps) or articles that need improvement (i.e. conversations that have poor resolution rates or low customer satisfaction scores).<\/p>\n<p><span style=\"font-weight: 400;\">If you&#8217;re managing your AI agent or chatbot and knowledge content in the same platform, you&#8217;ll be able to get detailed reporting on how your content is performing at every touchpoint so you can pinpoint exactly where you need to focus your efforts.<\/span><\/p>\n<blockquote class=\"pullquote-style-four\"><p>\u26a1<strong> Pro tip:<\/strong> If you\u2019re just getting started, consider testing your AI agent\/chatbot with a segment of your customers first to get this initial data. Then, once you\u2019ve addressed any immediate gaps, move on to a wider rollout.<\/p><\/blockquote>\n<h3>2. Make a plan to address the backlog<\/h3>\n<h4>Prioritize which content to update or create first<\/h4>\n<p>By now you\u2019re probably bursting at the seams with amazing help content ideas from every corner of the company. Next step: deciding where to start.<\/p>\n<p>When you&#8217;re prioritizing content, what you&#8217;re really trying to do is find out what&#8217;s driving volume for your customer support team and identify the easiest wins that will reduce that volume. To help you manage your resources and work on things with the greatest impact, try these tips:<\/p>\n<ul>\n<li><strong>Look at data and metrics from your conversations<\/strong> to see the most asked questions, which queries have the longest handle time, and which conversation topics have lower customer satisfaction (CSAT) scores, then create or improve content around those topics.<\/li>\n<li><strong>Prioritize topics based on the value they\u2019ll bring to the business.<\/strong> For example, create documentation for features on higher tier plans before free ones.<\/li>\n<li><strong>Use <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/56653-articles-report\">reporting<\/a><\/strong> to find searches with no results, or filter by \u201cLast updated\u201d to find help articles that haven\u2019t been updated in a while and may need a refresh.<\/li>\n<\/ul>\n<h4>Decide what information you\u2019ll feed the AI<\/h4>\n<p>When sourcing knowledge for AI to use, cast a wide net \u2013 because you probably have more relevant content than you realize. We quickly learned that almost any and all information is useful once it\u2019s framed the right way, so leverage what you already have.<\/p>\n<p>For example, with <a href=\"https:\/\/www.intercom.com\/blog\/fin\">Fin AI Agent<\/a>, you can use:<\/p>\n<ul>\n<li>Your help center<\/li>\n<li>Inbox suggestions<\/li>\n<li>Saved macros<\/li>\n<li><a href=\"https:\/\/www.intercom.com\/blog\/changes\/en\/24270-introducing-snippets-a-new-text-content-source-for-fin\">Snippets<\/a><\/li>\n<li>PDF files<\/li>\n<li>Website pages<\/li>\n<li>Your blog<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">And<\/span> <a href=\"https:\/\/www.intercom.com\/blog\/support-for-agents\/ai-copilot\"><span style=\"font-weight: 400;\">AI Copilot<\/span><\/a><span style=\"font-weight: 400;\"> can also draw from internal documents (like Notion or Guru knowledge bases), as well as past cases and conversations.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Within Intercom, you can manage all of these content sources in <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/9357912-knowledge-hub-explained\">Knowledge Hub<\/a> so you can monitor how Fin uses the content, control which sources it can pull from, and continuously optimize your content to ensure your customers are always getting the most recent and accurate information.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-29980\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-5-1-scaled.jpg\" alt=\"\u201cAn exercise we've been trying to do is really think outside the box and run through the list of where else we can pull in information in order to feed the AI knowledge base.\u201d \u2013 Bobby Stapleton, Director of Human Support at Intercom \" width=\"2560\" height=\"1400\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-5-1-scaled.jpg 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-5-1-300x164.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-5-1-700x383.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-5-1-768x420.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-5-1-1536x840.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-5-1-2048x1120.jpg 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-5-1-600x328.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-5-1-1400x766.jpg 1400w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<h4>Allocate time and resources<\/h4>\n<p>Be intentional about carving out time to work on your help content. \u201cThe way we do it at Intercom is that we have something called a \u2018Special-T\u2019,\u201d says Anthony. \u201cThis is a dedicated team of frontline reps, a mix of our support specialists and engineers who are actually spending time out of the inbox every single week. We typically allocate maybe 5\u201310 hours per individual contributor,\u201d he shares.<\/p>\n<p>Together, this group works with the knowledge manager (that\u2019s me!) to build out our backlog of content.<\/p>\n<blockquote class=\"pullquote-style-four\"><p>\u26a1 <strong>Pro tip:<\/strong> These projects are a great way to help your support reps upskill and develop into the <a href=\"https:\/\/www.intercom.com\/blog\/ai-creating-new-customer-support-roles\/\">exciting new roles AI is creating in customer service<\/a>.<\/p><\/blockquote>\n<h3>3. Monitor KPIs to measure success<\/h3>\n<h4>Review key performance indicators<\/h4>\n<p>Once you\u2019ve started using AI, track KPIs and business metrics to measure the impact it\u2019s having. Some relevant KPIs to watch out for include:<\/p>\n<ul>\n<li>Customer satisfaction (CSAT) score, for both bots and humans<\/li>\n<li>Resolution rate<\/li>\n<li>Self-serve rate<\/li>\n<li>Chatbot involvement rate<\/li>\n<li>First response time<\/li>\n<li>Number of handovers to human support reps<\/li>\n<\/ul>\n<p>All of these metrics help you spot which content is performing best \u2013 and where you can improve your knowledge management process.<\/p>\n<blockquote class=\"pullquote-style-four\"><p><b><a href=\"https:\/\/www.intercom.com\/blog\/customer-service-metrics-ai\/\">\ud83d\udcd6 <\/a><\/b><a href=\"https:\/\/www.intercom.com\/blog\/customer-service-metrics-ai\/\">Learn more about CS metrics in the age of AI \u2192<\/a><\/p><\/blockquote>\n<h4>Put your learnings into action<\/h4>\n<p>Ideally, you\u2019ll see amazing results straight away (woohoo!), but it\u2019s highly unlikely that you\u2019ll get everything right immediately. There\u2019ll be some problems AI can\u2019t solve yet, some workflows that need adapting, and some users that didn\u2019t get the answer they wanted but never followed up to let you know (resulting in a \u201cfalse positive\u201d resolution).<\/p>\n<p>All of this is <em>good<\/em>, because it gives you real data about what your customers need and value to achieve \u201ctrue\u201d resolutions. The most useful insights and impact will come from these resolutions. Do the work, iterate, and keep monitoring and reporting.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-29970\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-6-scaled.jpg\" alt=\"\u201cWith AI, there's a lot of learning in the moment. Don't be afraid of that. Recognize that you cannot get it perfect on day one. You're going to find opportunities to tune and improve things for your customers and for your teammates as you deploy it.\u201d \u2013 Declan Ivory, VP of Customer Support at Intercom\" width=\"2560\" height=\"1400\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-6-scaled.jpg 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-6-300x164.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-6-700x383.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-6-768x420.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-6-1536x840.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-6-2048x1120.jpg 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-6-600x328.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-6-1400x766.jpg 1400w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<h3>4. Audit, audit, audit<\/h3>\n<h4>Build ongoing maintenance into your workflow<\/h4>\n<p>Knowledge management is a process. It doesn\u2019t end once you\u2019ve published a certain number of help articles.<\/p>\n<p>As your product, customers, and business goals evolve, so too should your help content. This means you need to build maintaining, updating, and creating new content into your team\u2019s workflow on an ongoing basis \u2013 not just in the mad rush before a new feature gets launched.<\/p>\n<p>Map out a plan for updating your content that outlines:<\/p>\n<ul>\n<li><strong>Who<\/strong> is responsible for refreshing or creating new content.<\/li>\n<li><strong>How<\/strong> <strong>often<\/strong> existing content should be reviewed so it doesn\u2019t become stale.<\/li>\n<li><strong>When<\/strong> they should do this (i.e. for one hour per day, every Friday, monthly, or whatever cadence makes sense for your team).<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-29971\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-7-scaled.jpg\" alt=\"\u201cYou need to audit content on a regular basis. You don't develop content once and forget about it. Make sure it's constantly updated, that it's actually still being used by AI. Make sure it's actually adding value from an AI perspective.\u201d \u2013 Declan Ivory, VP of Customer Support at Intercom\" width=\"2560\" height=\"1400\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-7-scaled.jpg 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-7-300x164.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-7-700x383.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-7-768x420.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-7-1536x840.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-7-2048x1120.jpg 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-7-600x328.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-7-1400x766.jpg 1400w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<h4>Develop a system to log requests for new content<\/h4>\n<p>Encourage the cultural shift to a \u201cknowledge management\u201d mindset by making it easy for everyone to share ideas for new or improved help content. Create a simple system for team members to log content requests, so you can capture insights from all customer-facing and product teams \u2013 and address customer needs from every angle.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-29972\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-8-scaled.jpg\" alt=\"\u201cOur support team sees gaps in content every day because they're talking to our customers. We make it easy for them to submit that feedback via a ticket in Intercom.\u201d \u2013 Anthony Lopez, Director of Support Operations at Intercom\" width=\"2560\" height=\"1400\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-8-scaled.jpg 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-8-300x164.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-8-700x383.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-8-768x420.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-8-1536x840.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-8-2048x1120.jpg 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-8-600x328.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-8-1400x766.jpg 1400w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<h3>5. Build knowledge management into future launch plans<\/h3>\n<h4>Make knowledge management an essential part of product development<\/h4>\n<p>Depending on your industry, you might be building new features or shipping new products, and creating high-quality help content for them should be an integral part of your launch checklist. Work with your product team, product managers, and product marketing managers to build out your launch content, then review customer conversations after going live to spot opportunities for additional resources.<\/p>\n<h2 id=\"best-practices-for-ai-friendly-knowledge-management-in-2024\">Best practices for AI-friendly knowledge management in 2024<\/h2>\n<h3>Use the terms your customers are using<\/h3>\n<p>Getting the language right in your help documents is important \u2013 and tricky. Language is diverse, and varies by location (\u201ccilantro\u201d versus \u201ccoriander\u201d), dialect (\u201choagie\u201d versus \u201csub\u201d), and even different types of users (a marketer might call someone a \u201clead\u201d while a salesperson might call them a \u201cprospect\u201d). Analyze your search data to discover what words your customers use, and speak their language.<\/p>\n<blockquote class=\"pullquote-style-four\"><p>\u26a1 <strong>Pro tip:<\/strong> Introduce AI to different groups of users, like power users and customers on a free trial. This reveals variations in wording when asking the same questions, which you can incorporate as you create materials for different audiences.<\/p><\/blockquote>\n<h3>Simplify your language and remove ambiguity<\/h3>\n<p>Luckily, machine-friendly language also means people-friendly language. Remember that you\u2019re not just writing for AI, but for real people with all different technical abilities and backgrounds. Keep your language as simple as possible: avoid jargon, spell out any acronyms, and explain key terms.<\/p>\n<blockquote class=\"pullquote-style-four\"><p><strong>\ud83d\udcfa <\/strong><a href=\"https:\/\/www.youtube.com\/watch?v=SgG-T7J_s7Y\">Learn more about avoiding ambiguity in your support content \u2192<\/a><\/p><\/blockquote>\n<h3>Create a consistent, trustworthy, and on-brand experience<\/h3>\n<p><a href=\"https:\/\/www.intercom.com\/blog\/help-center-experience-customer-service-brand-consistency\/\">Brand consistency is crucial for building customer trust.<\/a> It ensures that people feel like they\u2019re talking to one company, no matter which customer service channel they use. To achieve this, make sure that product and feature terminology is consistent across every touchpoint, proofread for spelling and grammar, and use the same formats when creating new help docs to keep them cohesive (templates are super helpful here).<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-29973\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-9-scaled.jpg\" alt=\"Knowledge base article template\" width=\"2560\" height=\"2048\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-9-scaled.jpg 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-9-300x240.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-9-700x560.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-9-768x614.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-9-1536x1229.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-9-2048x1638.jpg 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-9-600x480.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-9-1400x1120.jpg 1400w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<h3>Add context to your answers<\/h3>\n<p>&#8220;If you&#8217;ve got an FAQ document today that a human can interpret and you&#8217;ve got simple yes or no answers in there, the machine won&#8217;t interpret those answers in the same way that a human does,\u201d explains Declan. \u201cYou&#8217;ve got to expand on what you mean when you say \u2018yes,\u2019 what you mean when you say \u2018no.\u2019\u201d To do this, we recommend restating the question in your answer; this gives AI extra context and clarity that helps it learn.<\/p>\n<blockquote class=\"pullquote-style-four\"><p><strong>\ud83d\udcfa <\/strong><a href=\"https:\/\/www.youtube.com\/watch?v=BetiQe2JcnM\">Learn more about optimizing your help center answers for AI \u2192<\/a><\/p><\/blockquote>\n<h3>Add text to images and videos<\/h3>\n<p>Showing as well as telling is great \u2013 but AI can\u2019t parse videos or images, so always include explanatory text alongside them. Not only is this more accessible for AI, but it\u2019s more accessible for your audience, too, ensuring that users with visual or auditory impairments aren\u2019t left out.<\/p>\n<h3>Create a scannable structure with formatting<\/h3>\n<p>Use headers, bulleted lists, and tables to organize your information and make it easier for AI (and human readers) to quickly find the information they need. H1s, H2s, and H3s are all helpful when used correctly \u2013 but don\u2019t have large chunks of information below H4s, as it\u2019s difficult for AI to find information there.<\/p>\n<blockquote class=\"pullquote-style-four\"><p>\ud83d\udcfa <a href=\"https:\/\/www.youtube.com\/watch?v=4WDWyuktdAI\">Learn more about using rich formatting in your help content \u2192<\/a><\/p><\/blockquote>\n<h3>Include contact details for customers who need them<\/h3>\n<p>Including contact information reassures customers that if AI can\u2019t answer their problem, they\u2019ll still get the support they need. Just make sure to include context for the information you provide so that it\u2019s crystal clear when and how to use them.<\/p>\n<div id=\"attachment_29974\" style=\"width: 2570px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-29974\" class=\"size-full wp-image-29974\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-10-scaled.jpg\" alt=\"Contact details best practices\" width=\"2560\" height=\"1294\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-10-scaled.jpg 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-10-300x152.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-10-700x354.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-10-768x388.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-10-1536x776.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-10-2048x1035.jpg 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-10-600x303.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-10-1400x707.jpg 1400w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><p id=\"caption-attachment-29974\" class=\"wp-caption-text\"><em>Include context for any contact details so your users know the best channel for their needs<\/em><\/p><\/div>\n<h3>Collect bitesize information in FAQ articles<\/h3>\n<p>If you have small pieces of information that don\u2019t need a full article, compile them into a list of FAQs. These can be some of the highest volume, most repetitive questions, so this way, AI will still be able to find the answer.<\/p>\n<h3>Clearly identify who the content is aimed at<\/h3>\n<p>If you have different help content for different types of users \u2013 for example, customers on different price plans who may not have access to all the features mentioned \u2013 make sure each piece of help content clearly references who it\u2019s for. You can also use behind-the-scenes audience targeting rules and workflows to help surface the right content for the right users and deliver a more personalized experience.<\/p>\n<h3>Use an AI-first customer service solution to get (and action) more data<\/h3>\n<p>When you\u2019re using a consolidated <a href=\"https:\/\/www.intercom.com\/blog\/\">AI-first customer service platform<\/a>, everything becomes part of a powerful cycle. All your customer support data<span style=\"font-weight: 400;\">\u00a0<\/span><span style=\"font-weight: 400;\">and knowledge content is in one place, making it easier to analyze, monitor, and iterate on the support experience as a whole \u2013 simply, quickly, and securely.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-29975\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-11-scaled.jpg\" alt=\"\u201cIn this new world, a single platform starts to matter a lot more than it ever did. You\u2019re analyzing the data that's managed by, let's say, Intercom. You're reading the conversations inside Intercom. That's where you're helping all of your customers. That's where your knowledge is actually managed in your help center.\u201d \u2013 Anthony Lopez, Director of Support Operations at Intercom\" width=\"2560\" height=\"1400\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-11-scaled.jpg 2560w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-11-300x164.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-11-700x383.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-11-768x420.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-11-1536x840.jpg 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-11-2048x1120.jpg 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-11-600x328.jpg 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2030\/04\/Knowledge-Hub-Blog-Inline-11-1400x766.jpg 1400w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<h2 id=\"power-up-your-ai-with-a-future-ready-knowledge-management-process\">Power up your AI with a future-ready knowledge management process<\/h2>\n<p>AI is vital to creating an industry-leading customer experience \u2013 and to perform efficiently, it needs to be underpinned by a comprehensive, AI-friendly knowledge management process.<\/p>\n<p>Ready to put these tips into practice? <span style=\"font-weight: 400;\">Intercom\u2019s AI-first customer service platform offers cutting-edge AI tools powered by a centalized Knowledge Hub to ensure your customers and support team can always get the answers they need \u2013 fast.<\/span> <a href=\"https:\/\/app.intercom.com\/admins\/sign_up\"><span style=\"font-weight: 400;\">Get started with a free trial<\/span><\/a><span style=\"font-weight: 400;\"> and start turning your help content into resolutions.\u00a0<\/span><\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>Everything you need to know about effective, AI-optimized customer service knowledge management, in one comprehensive guide.<\/p>\n","protected":false},"author":553,"featured_media":29963,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[25198,3],"tags":[564,2808,25306],"coauthors":[25183],"class_list":["post-29873","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-ml","category-customer-support","tag-customer-service","tag-help-center","tag-knowledge-management"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The ultimate guide to knowledge management in the age of AI - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"Everything you need to know about effective, AI-optimized customer service knowledge management, in one comprehensive guide.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.intercom.com\/blog\/guide-customer-service-knowledge-management-ai\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The ultimate guide to knowledge management in the age of AI\" \/>\n<meta property=\"og:description\" content=\"Everything you need to know about effective, AI-optimized customer service knowledge management, in one comprehensive guide.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.intercom.com\/blog\/guide-customer-service-knowledge-management-ai\/\" \/>\n<meta property=\"og:site_name\" content=\"The Intercom 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