Tips for formatting your help center from our in-house AI researchers

Before we get into general best practices, here’s our AI researchers’ top two tips for prepping your help center:

• Make sure each article directly answers a customer question. Not only will this help the LLM perform better, it’ll make life easier for your human users too when they search through your help center for an answer.
• Align questions and topics with their solutions. If the question (e.g., "How do I XYZ?") or topic (e.g., "Steps to perform XYZ") appears only in the title, it might not always remain attached to its corresponding answers or instructions during the chunking process. So to keep the context clear, it’s a smart move to repeat the question or the key statement near the steps or information in the body of the article. This helps ensure that each chunk of the article is comprehensive and remains useful on its own.

This practice not only keeps the question linked to its answer within the chunk, but also improves the likelihood that the retrieval system will present complete and contextually accurate responses.