How to Supercharge Your AI Knowledge Base with Generative AI
Knowledge bases will never be the same due to generative AI. Generative AI chatbots like Gleen AI help make knowledge more accessible for both employees and customers alike.
With the introduction of generative AI, the world of enterprise knowledge bases will never be the same.
Before generative AI, enterprise knowledge bases were essentially vast, unchanging libraries of content.
Now, with generative AI, enterprise knowledge basis are becoming much more usable and accessible.
This isn't just a small update. A whole new way for knowledge bases to work and learn has emerged.
In this article, we'll discuss knowledge base use cases. We'll also explain how generative AI works and why generative AI will permanently change enterprise knowledge bases.
What's a Knowledge Base?
A knowledge base as a large content warehouse that stores numerous useful documents and information. It's a place where people go to find answers they need.
There are two kinds of knowledge bases:
Employee Knowledge Bases: These are for employees at a given company. They can find useful information, like rules of the company, guides on how to do their work, or strategy documents. These knowledge bases are typically private. Only employees can access them.
Customer Knowledge Bases: These are for customers buy products or services from a company. They can get help on how to use a product or fix a problem with it. These knowledge bases can be public, or they can be private. Private knowledge bases require customers to log in.
These knowledge bases usually have a search box, like a mini-Google to search for information in the knowledge base.
You enter your question, and then it lists all the documents that have information relevant to your question.
These knowledge bases let people find their own answers.
Customers don't have to wait on a phone call for support.
Employees can get the information they need without asking someone else.
It's all about self-service, and that's why knowledge bases are so handy.
What's an AI Knowledge Base?
An AI knowledgebase is a new kind of knowledge base. Here's what makes an AI knowledgebase special:
Instead of showing a search results page, an AI knowledgebase can answer to a user's question.
An AI knowledgebase can accept user feedback on its answers.
It can improve its answers based on feedback.
The AI knowledgebase's answers will automatically update as the content in the knowledge base changes and grows.
Some AI knowledgebases might automatically reorganize content, based on usage patterns and feedback.
Finally, some AI knowledgebases might automatically create content summaries. Someday, some AI knowledge bases might automatically write and publish content as well.
In short, an AI knowledge base is a smart and evolving version of a traditional knowledge base. An AI knowledgebase is more user friendly and can improve by learning from interactions and feedback.
What is Generative AI?
Generative AI is a significant advancement in AI technology. It works using Large Language Models (LLMs).
Here's how generative AI with LLMs works:
LLMs learn from a lot of text. They use a huge amount of text from the internet to learn.
They're capable of advanced understanding. LLMs can automatically comprehend complex questions because of their extensive training in understanding language and grammar.
They can generate highly relevant responses. LLMs can convincingly predict the next word in a conversation. So, they can come up with relevant answers to questions or respond to what someone says.
Chatbots that use LLMs are friendly and empathetic. Customers and employees can now interact with computers much like they interact with a real person.
How Does Generative AI Change AI Knowledge Bases?
Generative AI is transforming AI knowledge bases in several key ways:
No need to translate knowledge. An AI chatbot should recognize the language of the user's question and reply in that language.
Less dependence on knowledge organization and tagging. Managing a knowledge base typically involved figuring out how to best organize the knowledge, either in folders or microsites. Ai knowledge management improves that.
With generative AI, organizing and tagging knowledge is less important, as the generative AI will automatically consume the document. The chatbot use the knowledge in the document when necessary, regardless of where you store the document or how you tagged it.
A decreased need to prune knowledge. A good generative AI chatbot can automatically treat more recent knowledge with higher priority than older knowledge. This decreases the need for a knowledge base administrator to manually delete old knowledge.
Less dependence on search and search results. Instead of using a search engine, employees and customers will use AI chatbots to generate responses.
Increased usage of knowledge bases. Many employees and customers actively avoid using knowledge bases because they're difficult to use. To find the right information, the user typically needs to conduct multiple searches and sift thru many search results.
With an AI powered knowledge base, accessing knowledge becomes much easier. As a result, generative AI chatbots will increase the use of knowledge bases.
The ability to take action. When you use an AI chatbot to power an AI knowledgebase, the chatbot can do more than just answer questions. If you integrate the AI chatbot with enterprise systems, the AI chatbot can help users self-serve.
Integrating your AI chatbot with your order management system allows customers to place new orders and manage existing ones.
The ability to customize knowledge. Often, companies offer slightly different products and services for different customers. As are result, the knowledge to support each customer needs to be slightly different. With a generative AI chatbot like Gleen AI, it's easy to create slightly different versions of the same chatbot.
In short, generative AI is making knowledge bases more lively, friendly, and helpful. They keep learning and getting better at helping you, your employees, and your customers.
Generative AI chatbots have permanently changed the way AI knowledge bases work, making them more dynamic, intuitive, and efficient.
Gleen AI leading generative AI chatbot that's particularly adept at managing knowledge bases.
Is Secure & Private. Gleen is in the process of obtaining its SOC 2 Type 2 certification. This ensures that any knowledge you put into Gleen AI will remain both secure and confidential.
Ingests Knowledge from Multiple Sources. Gleen AI pulls in information from a variety of sources, ensuring a rich and diverse knowledge base with AI.
Automatically Updates. Gleen AI automatically updating the knowledge it has, ensuring users always have access to the latest information.
Doesn't Hallucinate. Gleen AI prevents hallucinations, ensuring trust in the knowledge base.
Enables Administrative Supervision. Gleen AI has a dedicated interface for administrators, allowing them to supervise and manage the chatbot's performance and interactions.
Collects Feedback & Improves. Gleen AI supports a feedback mechanism, enabling it to improve respones over time based on user input and interactions.
These features make Gleen AI a robust tool for organizations looking to enhance their AI knowledge bases.