Generative AI has the potential to streamline customer service delivery. But you need the right approach — and knowledge management is an essential ingredient. In fact, your knowledge base holds the key to making AI-generated content more accurate and specific to your organization. This is done through a process called AI grounding.
In short, grounding involves connecting your AI model to trusted sources of information. In this case, your knowledge base, which is full of the latest information about your products and services. What better information to provide your AI model with in order to help it answer your customers’ questions?
But if you’re going to use your knowledge base for AI grounding, you need to prepare it. After all, you’re no longer writing just for humans. You’re also writing for AI! Here’s what you need to know.
What you’ll learn: What is grounding in generative AI? How to
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