AI Suggestions to Improve Knowledge Articles

In the context of customer support, ‘shift left’ refers to the practice of moving certain support-related activities and responsibilities closer to the beginning of the customer journey or support process. The goal is to address customer issues and provide assistance as early as possible in the support workflow, empowering users to find solutions independently, which both increases satisfaction and cuts costs. Knowledge articles can play an important role in this. Well-written knowledge articles make all the difference. And generative AI happens to be great at writing them.

Knowledge managers who browse through the account’s knowledge articles from one of the ‘Knowledge Article’ views now see a Suggest Improvement button, if the account they work in has the Xurrent +AI option enabled in the Account Settings. Pressing the button opens the Knowledge Article in ‘edit’ mode. The Xurrent +AI helper immediately starts to work on suggestions for both the Subject, the Description, and the Instructions fields, and show these in the purple boxes to the right of those fields.

Each of these three fields can now simply be updated with the AI’s suggestion by pressing the arrow between the current text and the suggested text. The AI is especially good in rewriting knowledge articles that provide step by step instructions.