2 posts tagged with "Support Knowledge Base"

When a support bot tells a customer something false, the instinct is to blame the model and start adjusting the prompt. Sometimes that is the problem. More often, in our experience, the bot is faithfully summarizing content that was missing, stale, contradictory or impossible to retrieve, and the model is the messenger. This guide is a diagnosis method: how to trace each bad answer to its cause, and which fix belongs to which cause.

Your support queue is the most honest documentation backlog you will ever get. Every ticket is a customer telling you, in their own words, what the product and the docs failed to explain. The trouble is that a queue of several thousand tickets is not a backlog yet. This is the method we use to turn it into one: a ranked list of articles to write, fix or retire, each backed by real tickets and written in the words customers actually use.