{"id":30101,"date":"2024-05-24T13:16:11","date_gmt":"2024-05-24T12:16:11","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=30101"},"modified":"2025-02-12T17:56:08","modified_gmt":"2025-02-12T17:56:08","slug":"prepare-internal-knowledge-content-ai","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/prepare-internal-knowledge-content-ai\/","title":{"rendered":"Prepare your internal knowledge content for AI"},"content":{"rendered":"

If your external knowledge content<\/a> isn’t in great shape, your internal content is probably even worse. I talk to a lot of customer service folks who share this common pain point.<\/p>\n

Of course, this isn’t the fault of your busy customer service team. It\u2019s because you haven\u2019t had the time or a MUST-do reason to prioritize internal knowledge content. Until now\u2026<\/p>\n

“Knowledge content is the fuel that feeds the AI beast”<\/p><\/blockquote>\n

Recently, at Intercom we announced AI Copilot<\/a>, a personal AI assistant for every support agent. It pulls directly from your past conversations and both external and internal content, like internal articles, dev docs, and your public-facing help articles.<\/p>\n

<\/p>\n

At Intercom, we have been beating a consistent mantra: knowledge content is the fuel that feeds the AI beast. This was always true of external content with the arrival of chatbots, like Fin AI Agent, and now it\u2019s also true of internal knowledge content with the emergence of AI copilots.<\/span><\/p>\n

Start optimizing your internal knowledge content to feed the AI engine<\/h2>\n

Now is the time to invest in creating and optimizing really great, streamlined knowledge management. Not just external content, but internal content too.<\/p>\n

Here are my top tips:<\/p>\n