AI-suggestions best practices
No matter how smart our algorithm is, it needs a bit of your support/help to be amazing. Thankfully, all the best practices for AI-suggestions are aligned with the ones related to creating articles. Here are the most important ones to keep in mind:
#1 Add search keywords
The most important thing you must take care of is adding search keyword to your every article. The keywords are the initial learning base (except for the content itself) that helps the algorithm learn your articles, and suggest them afterward correctly. Really, that's the most important step đ Add some synonyms, too!
Also, keep in mind to use topics and descriptive titles â it'll help your customers, agents and algorithm browse your help docs easier.
#2 Use âAdd to Replyâ buttons when suggestionâs good
âAdd to Replyâ buttons, are the crucial actions when using AI-Suggestions.Â
- First, they speed up your chatting by inserting an articleâs link or text directly into the chat.Â
- Second, itâs them who tells the algorithm which suggestion was good and which wasnât. By using this function, you improve your AI-suggestions tool.
#3 Add synonyms and alternate wordings
Try using some synonyms, just like your customers might do. Add them as keywords and within the article's content. With this little help, no matter if the customer asks for âthe cheapest planâ or âthe basic planâ, the algorithm will know thatâs the same question.
#4 Keep your articles length somewhere between FAQ-style and Essays
Donât bury the answer in too many words. No one has time to read through the whole Odyssey when thereâs a customer waiting on the other end. We recommend fitting between 80 and 320 words per article.
#5 Address one topic per article
We suggest creating one article per one topic you cover. FAQs are a good way to handle a few most common questions, but answering 50 questions in one article wonât be helpful, neither for your customer, nor for our algorithm.
#6 Think twice before deleting the article
Sometimes you might want to rewrite the article from end to end. Thatâs fine as long as youâre not trying to delete it and write it from scratch.Â
Weâre not recommending this, as all of the knowledge algorithm gathered for this article so far will be lost. Think twice as the deleted article canât be restored.
To learn more on AI-suggestions, check out the âUsing AI-suggestionsâ article.