If you’re not working in the IT field, you probably understand the term knowledge base. These online libraries provide on-demand information about certain topics, services, or products. Companies commonly use them for educating their staff or users, ensuring that their training and sales processes run smoothly.
A knowledge base can come in all sorts of formats. Aside from your general information, a knowledge base might come in the form of FAQs, troubleshooting guides, manuals, references, and other formats. The main point of a database is to guide users in a manner that is most suitable for their goals. In a way, you can consider them virtual libraries.
In this article, we’ll analyze a specific subtype of knowledge base, known as AI knowledge base. Among others, we’ll talk about its advantages over a traditional database and the potential benefits you can get.
Why do we need an AI knowledge base?
As mentioned, an AI knowledge base is vital for problem-solving and decision-making. AI knowledge base, specifically, can accrue information from third-party sources to “feed” the system with data. Unlike traditional knowledge base, where company employees had to input data themselves, AI knowledge base allows full automation.
The reason why the AI knowledge base is better than the traditional solution is because it provides much more relevant data. Unlike humans, artificial intelligence rarely makes mistakes when feeding the database with information. Furthermore, the content within the database will be much more relevant.
Another often-overlooked advantage is consistency. When companies create a traditional knowledge base, there are usually several people working on the project. Information is presented in different formats and with different languages, often leading to inconsistencies.
Ultimately, the reason why businesses are turning to AI knowledge bases is so they can simplify and expedite the entire process. With artificial intelligence, users get much more relevant info on demand, something that wasn’t always possible with traditional databases.
5 Business benefits of the AI knowledge base
AI-powered knowledge base advantages are numerous. As mentioned, they increase overall productivity while reducing or completely eliminating associated business risks. At the end of the day, companies that utilize this technology will gain a massive competitive advantage, allowing them to carve a spot in even the most competitive markets.
1. Provides consistent service
An AI knowledge base can help provide a much better service to stakeholders. Given that all users will refer to the same database, there will be much less overlapping and other issues. This is vital when using the technology to train your staff or when giving customers some crucial info about your product or service.
More importantly, all information delivered will be much more relevant and in a consistent format. Companies can also avoid numerous errors that commonly appear in knowledge bases, such as repeat content, format errors, or phrasing inconsistencies.
2. Higher resolution
Your current clientele is perhaps the biggest benefactor of the AI knowledge base. Instead of going back and forth with your call center agents, users can quickly gain information about different topics by simply inputting a query on your site.
In the end, this will lead to faster and higher resolution rates. Most users will gain answers to their questions on the first contact without having to send several emails or make several phone calls. This makes an AI knowledge base an invaluable solution for smaller teams that don’t have money to invest in large call centers.
Even better, community members can also add their input to help resolve queries. All data is available on-demand, regardless of the time zone.
3. Better and faster training
Aside from customers, AI knowledge bases can show their full potential during employee training. You don’t need to spend as many resources on trainers as future employees will have all the info at the tip of their fingers. This can significantly reduce your onboarding costs while simultaneously reducing the number of employees.
Most importantly, AI knowledge bases allow standardization. Every trainee can access the same information, making it easier to establish team cohesion from the get-go. As everyone will receive the same training, there should be much less discrepancy in terms of work quality between different employees.
4. Diverse data sourcing
An AI knowledge base will scour various online sources to provide the most relevant information to its users. In other words, you can rest assured that the answers are current and relevant. This also eliminates any bias, which is common when data is sourced from a single source.
This makes the technology vital for products and services that are often updated or for companies that have numerous products and services. The automatic updating is especially vital for smaller teams as it eliminates a lot of traditional legwork.
5. Data-driven insights
Unlike traditional call centers and onboarding processes, where manager assesses the service quality, knowledge bases can quantify your business effort more precisely. These systems utilize various metrics to analyze response times, resolution rates, and overall user satisfaction.
Future trends to look out for
Although AI knowledge bases are pretty advanced in their own regard, the technology is constantly getting better. Companies are fully invested in providing even better training for their users and service to their customers, which drives innovation within the field.
Better AI capabilities
The great thing about AI is that it’s constantly learning. It uses previous queries and analyzes user satisfaction to determine whether the delivered information was on point.
Companies are investing a lot of money to improve their natural language processing models so they can understand humans even better. If you just look at tools like ChatGPT, it becomes obvious that most of these models have already gone through several iterations of the product.
The end goal for AI knowledge databases is to provide stakeholders with even more customized experiences. If everything goes as planned, these algorithms will become significantly better at understanding the context behind your questions. They will also be able to learn based on your previous queries, providing more relevant results for you.
Another major trend within this sector is a bigger emphasis on integration. While AI knowledge databases are incredible in their own regard, most companies require added functionality. Because of that, many software creators allow numerous integrations with other tools to increase functionality and improve collaboration.