Preparing Company Knowledge Bases for Chatbot Training
We partnered with a client to transform their Zendesk knowledge base into a robust resource for training their customer service chatbot. The project began with a comprehensive audit, identifying content gaps, eliminating redundancies, and resolving inconsistencies. We recategorized help center articles to create a more logical structure, guided by customer feedback and preferences to ensure clarity, accuracy, and user-centric content. Once streamlined, the articles were restructured and tagged for AI compatibility, with labels added to enhance searchability and reusable content blocks strategically tagged for integration across multiple categories. This holistic approach elevated the knowledge base’s quality and usability, enabling the deployment of a high-performing chatbot. The results included more efficient customer support, simplified content management, and a measurable improvement in customer satisfaction.