The objective: create targeted, structured, and up-to-date content that AI can retrieve reliably. Good results with your AI assistants start with high-quality source content. Here are six best practices for preparing knowledge articles without increasing the workload of authors and reviewers.
Add relevant metadata, including a clear title, a category, keywords, the product, and the version, where applicable.
Each article should answer one specific question, task, or problem.
Start with:
Titles should reflect the reader’s intent, for example, “How to reset your password” rather than “Password problems.”
Use a question-and-answer format when it strictly corresponds to the way users ask for help.
Break long topics into standalone sections, each of which can be understood separately.
When several pieces of content are similar, use elements such as:
This information helps your AI assistants identify the appropriate answer. When certain rules are important, clearly indicate what should be done and what should be avoided.
Test search using real questions from customers and agents. Improve articles when results are missing, inadequate, or regularly reported as irrelevant.
Before publishing, ask yourself one final question:
Can an agent or customer understand this content and take action without additional context? If the answer is yes, the content has a much better chance of being retrieved and used effectively by your AI assistant.
