AI will only be as smart as your knowledge base. Therefore, an AI-based customer support tool should be able to get trained across multiple sources, making it capable enough to face adverse questions from your agents, that are not just regurgitated based on your knowledge base but comprehensively put together based on how the AI understands your product or service from the data sources you’ve trained it on. Naturally, the more bulletproof your knowledge base is, the better are answers will the AI be able to formulate for you and your team.
Not just for your agents, but a knowledge base is a living library of your business's collective wisdom, offering answers to common questions, guidance for troubleshooting, and how-tos for product usage to your customers. It’s the very first step to providing great self-serve for customers.
On the flip side, the inability of AI to answer queries is an opportunity. An opportunity to identify gaps and bulletproof your knowledge base. A synergy that almost comes naturally, exponentially improving how your customer-facing teams function. The beauty of working with an AI tool is that it’s always improving, always learning, and you are the architect of how AI integrates into your given structure. This is your biggest advantage of adapting AI into support; progress lies in streamlining the synergy between AI and your knowledge base. Most of your problems will be solved with that.
The larger the company, the larger the knowledge base. And it’s not just public knowledge bases that have all product information but most of such information is on private and internal docs like Notion and Confluence. Companies that run on Slack have important team conversations on threads that are not available anywhere else. What’s more, there’s a lot of knowledge that exists in past customer conversations and resolutions. Companies usually use ticketing and CRM tools like Zendesk, Freshdesk, Intercom, HubSpot, etc. for having customer conversations, resolving tickets, and creating their public documentation.
Naturally, it becomes extremely difficult to have all that knowledge on a singular platform that can also be easily navigated. So, the larger the knowledge base gets, the more complicated it becomes to search for answers when you have questions. Team members who have been a part of this process and the organization for a long time might know their way inside out but even so, it takes time to get to the right answer, at the right time, and curate an answer based on how the customer has asked it. But for newly onboarded and trained members, it can be a nightmare initially to search through entire databases, costing hours of their day wasted in trivial tasks that can be avoided, not to mention the burnout this entails overall longer periods.
This is why an AI tool that can connect your database across multiple sources and formulate answers in seconds can help your team cumulatively save countless man-hours daily in searching, understanding, and curating answers for customer concerns. Not to mention the tremendous effect it has on key KPIs like resolution time, first contact resolution, response rate, etc., which can improve customer satisfaction and actualize the impact of customer-facing teams on your business.
Threado AI can be trained on help articles, support tickets, customer conversations, internal docs, and more across different integrations - Zendesk, Freshdesk, Confluence, and Notion. Furthermore, you can train the bot on any URL, knowledge base, PDF, or even community conversations on Slack and Discord. This gives the bot an edge in a way that it’s not only aware of knowledge bases, internal docs, team conversations, and product knowledge but also intricate customer tickets and historical conversations with agents.
Data can be available online and offline. Nothing goes unaccounted for as Threado AI can be trained on your online knowledge base through public URLs and on offline documents through PDFs and tabular data through CSVs.
Navigate to the Train tab on the Threado AI dashboard.
Here, you’ll see an option to train the bot on public URLs, PDFs, and CSVs. You can train up to 10 PDFs and CSVs at once and will train automatically on all sub URLs that exist.
There is a huge knowledge base that exists through support tickets and past customer-agent conversations. This will not only improve the bot's understanding of the product but will also lead to better query resolution by helping internal teams quickly search through queries and improve resolution time.
Tools like Intercom, Freshdesk, Zendesk, and HubSpot are some of the most widely used ticketing tools for teams and can be integrated with Threado AI.
On integration, Threado AI automatically trains on help center articles and then you can choose to selectively train the bot on past customer conversations that have been resolved or closed.
To learn more about integrating and working with these tools, read our help articles on Zendesk, Freshdesk, Intercom, and HubSpot integration.
A lot of companies structure their internal documentation on Confluence along with adding recent updates and maintaining information. Similarly, Notion is a collaborative documentation tool where teams have project roadmaps and product discussions that can be valuable for including detailed specifications to curate answers. These internal docs can become detailed and extensive, requiring your support teams to search through them for references. This can be taken care of easily with Threado.
On integration, Threado AI automatically trains on the Confluence docs and for Notion, you can choose to train the bot only on selected docs that are relevant.
Read more about integrating and working with Notion and Confluence.
Be it internal team communication or customer conversations, Slack and Discord channels are great platforms to discuss product features, share tutorials, and even uncommon ways of doing something that might not have been done even on your public knowledge bases. This information can help Threado AI better understand the intricacies of the product and leverage that to offer overall better answers for queries.
You can selectively train the bot on Slack channels to only train it on relevant data.
Read more about integrating and working with Slack and Discord channels.
After Threado AI has been trained on these conversations, you can also install it on select channels on Slack or Discord where it auto-responds to queries posted.
We keep a lot of files on Google Drive and it's easier to access it directly from there instead of having to download or store it locally. This is why Threado AI lets you directly connect your Google Drive account and selectively train it on relevant docs.
To learn more about integrating and training Threado AI on your Google Drive docs, you can see this doc.
Threado AI isn’t just for answering queries for your teams but also for identifying gaps in your knowledge base and improving it so Threado AI can in turn more smarter. This can done by analyzing conversations on the dashboard that have not been answered by Threado AI or have been downvoted. Downvoting also includes the reason why the answer was downvoted which helps narrow down what the problem was and in turn helps upgrade the knowledge base with the right/complete answer.
Your support side-kick
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