Elevate Your Knowledge Base Using Generative AI

Customer Service
January 24, 2024
Elevate Your Knowledge Base Using Generative AI

Generative AI is revolutionizing knowledge bases, transforming them into dynamic entities. AI-powered knowledge bases like Ariglad play a crucial role in enhancing accessibility to knowledge for both employees and customers.


The advent of generative AI has fundamentally altered the landscape of enterprise knowledge bases.

Preceding the era of generative AI, enterprise knowledge bases existed as expansive, static repositories of information.

Today, thanks to generative AI, enterprise knowledge bases are evolving into significantly more user-friendly and accessible platforms.

This transformation is not just a minor enhancement; it represents an entirely new paradigm for the functioning and learning capabilities of knowledge bases.

Within this article, we will explore various knowledge base use cases. Additionally, we will delve into the mechanics of generative AI and elucidate why its presence will bring about a lasting transformation in enterprise knowledge bases.

What Constitutes a Knowledge Base?

A knowledge base serves as an expansive repository of valuable documents and information, functioning as a go-to resource for individuals seeking answers.

There are two primary types of knowledge bases:

  • Employee Knowledge Bases: Exclusive to employees within a specific company, these repositories contain essential information such as company rules, work guides, and strategic documents. Typically private, access is restricted to employees only.
  • Customer Knowledge Bases: Tailored for individuals who purchase products or services from a company, these knowledge bases provide assistance on product usage and issue resolution. They can be either public or private, with private ones requiring customers to log in.

Both types of knowledge bases often feature a search box akin to a miniature Google, enabling users to search for information within the knowledge base. Users input their queries, and the system generates a list of relevant documents.

These knowledge bases empower individuals to discover answers independently:

  • Customers can troubleshoot product issues or learn how to use a product without waiting on a support call.
  • Employees can access the information they need without relying on others.

The essence of knowledge bases lies in self-service, making them invaluable tools for efficiency and convenience.

Understanding an AI Knowledge Base

An AI knowledge base represents a novel iteration of traditional knowledge bases, possessing distinctive features that set it apart. Here's what distinguishes an AI knowledge base:

  • Instant Answers: Instead of presenting a search results page, an AI knowledge base has the capability to directly respond to user queries.
  • User Feedback Integration: An AI knowledge base can receive and incorporate user feedback on its provided answers.
  • Adaptive Improvement: It has the ability to enhance its answers based on user feedback, ensuring continuous improvement.
  • Dynamic Updates: The answers in an AI knowledge base automatically evolve as the content within the knowledge base undergoes changes and expansions.
  • Intelligent Content Organization: Some AI knowledge bases may autonomously reorganize content, leveraging usage patterns and feedback for optimization.
  • Automated Summaries: Certain AI knowledge bases may generate content summaries automatically. Looking ahead, there's potential for AI knowledge bases to autonomously create and publish content.

In essence, an AI knowledge base represents a sophisticated and dynamic iteration of the traditional model. Its user-friendly nature is further enhanced by its ability to evolve through learning from interactions and user feedback.

Understanding Generative AI

Generative AI stands as a remarkable breakthrough in AI technology, employing Large Language Models (LLMs) for its operations.

Here's the mechanics of how generative AI with LLMs functions:

  • Text Learning: LLMs undergo extensive training by learning from a vast corpus of text sourced from the internet.
  • Advanced Comprehension: Equipped with advanced understanding capabilities, LLMs can automatically grasp intricate questions, thanks to their thorough training in language and grammar comprehension.
  • Relevant Response Generation: LLMs excel at predicting the next word in a conversation, enabling them to generate highly relevant responses. This proficiency allows them to provide fitting answers to questions or respond appropriately to statements.
  • Friendly and Empathetic Chatbots: Leveraging LLMs, chatbots exhibit friendliness and empathy. This creates an interactive experience for customers and employees, resembling natural conversations with real individuals.

How Generative AI Transforms AI Knowledge Bases

Generative AI is reshaping AI knowledge bases in several significant ways:

  • Language Recognition: An AI chatbot powered by generative AI can seamlessly identify the user's language and respond in the same language, eliminating the need for translation.
  • Reduced Emphasis on Organization: Traditional knowledge bases often relied heavily on meticulous organization and tagging. AI knowledge management, facilitated by generative AI, diminishes the importance of extensive organizational efforts.
  • Automated Knowledge Consumption: Generative AI minimizes the significance of organizing and tagging knowledge, as it autonomously processes documents. The chatbot leverages the knowledge within the document, irrespective of its storage location or tagging.
  • Dynamic Knowledge Prioritization: A proficient generative AI chatbot prioritizes recent knowledge over older information automatically. This diminishes the necessity for manual deletion of outdated knowledge by a knowledge base administrator.
  • Shift from Search Engines: Generative AI reduces reliance on traditional search engines, as employees and customers turn to AI chatbots for prompt and tailored responses.
  • Increased Knowledge Base Utilization: The user-friendly nature of AI-powered knowledge bases, facilitated by generative AI chatbots, encourages higher engagement. This contrasts with the avoidance behavior often observed when navigating conventional, challenging-to-use knowledge bases.
  • Actionable Capabilities: AI integrated with enterprise systems empower users to go beyond simple question-and-answer interactions. Integration with order management systems, for instance, enables customers to place new orders and manage existing ones through the AI chatbot.
  • Customizable Knowledge: Catering to varied products and services, generative AI Knowledge Bases like Ariglad make it effortless to create customized versions to support diverse customer needs.

In summary, generative AI injects vitality, friendliness, and increased utility into knowledge bases. These AI systems continually learn and enhance their ability to assist you, your employees, and your customers.

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