If you're using a generative AI-powered AI agent and you want it to function at its peak, it's crucial to refine the architecture of your help center. Here are some straightforward guidelines to get you started:
- Eliminate redundancies: Sift through your content and remove any duplicate or conflicting information. Remember, the accuracy of the AI agent hinges on the quality of the data it receives. Always prioritize the most recent and pertinent content.
- Depth and focus: Structure your articles to be hyper-focused. Each support topic should be thoroughly covered within your help center. Unlike humans, generative AI agents cannot browse external web pages or follow links to gather additional context. Hence, it's vital that all necessary information is self-contained.
- Label your content: Implement labels on your help center content. This becomes particularly beneficial when you want to tailor content visibility based on user attributes, like geographical location, using search rules.
- Opt for text: Ensure there is a text-only version of every article. Since generative AI interprets text and saves its meaning into a database, anything in your help center that’s not text (images, videos, or diagrams) will neither be read nor saved in the database.
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