Introducing Embrace's New Content Suggestions Capability: Keeping Your B2B Support Knowledge Base Current and Comprehensive
In B2B support, maintaining an up-to-date and comprehensive knowledge base is a constant challenge. Products evolve, customer needs shift, and support teams often find themselves stretched thin, struggling to keep their documentation current. At Embrace, we understand these challenges and are excited to introduce our new Content Suggestions capability, designed to leverage AI to help you stay ahead of the curve.
The Challenge: Keeping Up with Change
One of the most common pain points we hear from our customers is the difficulty in keeping their support knowledge bases current. Whether you’re a small startup or a large enterprise, the struggle is the same: there simply aren’t enough resources dedicated to authoring new knowledge content. This gap can lead to outdated information, frustrated customers, and overburdened support teams.
Conversational AI, like Embrace, thrives on complete and accurate content. When your knowledge base is up-to-date, your AI can provide faster, more accurate responses, enhancing the overall customer experience. However, with your products and services constantly evolving, keeping support content current can feel like an uphill battle.
The Solution: Embrace's Content Suggestions
Our new AI-powered Content Suggestions feature is here to change that. Embrace now agentically identifies and fills knowledge gaps by suggesting relevant content from other relevant company sources. This ensures your support materials remain comprehensive and up-to-date, reducing the time your team spends authoring new information and improving response speed and accuracy.
Here’s how it works:
- Identifying Knowledge Gaps: Embrace’s Insights functionality continuously monitors prompts against your knowledge base, flagging areas where information is missing. This proactive approach ensures that you are always aware of the gaps that need to be filled.
- Tapping into Existing Resources: The answer to a knowledge gap often exists somewhere within your organization via frontier content the digital exhaust that is a byproduct of the day-to-day operations of your business. It might be in closed Zendesk tickets, Jira tickets, release notes, or even internal Slack channels. Embrace allows you to choose which sources you’d like to tap into to fill these gaps, ensuring that no valuable information goes unnoticed.
- Daily Content Suggestions: Embrace agentically provides a proposed set of articles daily, based on the identified knowledge gaps and the knowledge sources you’ve selected. These suggestions can be used as-is or edited before finalizing, giving you the flexibility to maintain your preferred structure and format.
- Customizable Outputs: If your company has a particular structure or format for knowledge articles, Embrace can reflect these preferences in the agent used for content creation. This ensures consistency and adherence to your brand’s standards.
Why It Matters
The value proposition of our AI-powered Content Suggestions feature is clear: it creates efficiency and scale for support organizations. By automating the identification and filling of knowledge gaps, your team can spend less time authoring new content and more time focusing on high-value tasks. This not only improves the accuracy and comprehensiveness of your support materials but also enhances the overall efficiency of your support operations.
Here are some key benefits:
- Improved Response Accuracy: With up-to-date and comprehensive support content, AI can provide more accurate responses, reducing the need for follow-up interactions and improving customer satisfaction.
- Time Savings: Automating the content creation process frees up your support team to focus on more complex issues, increasing their productivity and job satisfaction.
- Scalability: As your company grows and your product evolves, Embrace’s Content Suggestions ensure that your knowledge base scales with you, maintaining its relevance and usefulness.
Get Started Today
We believe that the Content Suggestions feature will be a game-changer for our customers, helping them maintain a robust and up-to-date knowledge base with minimal effort. To learn more about how this feature can benefit your organization, we invite you to book a demo with our team.
At Embrace, we’re committed to helping you deliver exceptional support experiences. Our new Content Suggestions capability is just one of the many ways we’re working to make your job easier and your customers happier.
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Let’s keep your knowledge base current, comprehensive, and ready to meet the demands of your ever-changing product landscape.
