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AI Knowledgebase Suggestions

Overview​

Customer support teams often handle repetitive queries like password resets and payment updates, leading to delays and inefficiencies. Yellow.ai’s AI-powered Knowledgebase Suggestions streamline this process by analyzing interactions and generating relevant knowledgebase articles, improving efficiency and customer satisfaction.

Challenges & solution​

Handling repeated queries slows response times, consumes valuable agent time, and makes it difficult to access accurate information. Yellow.ai solves these issues by automating knowledgebase creation through AI-powered analysis of human and AI interactions. The system identifies frequent topics and generates relevant articles, ensuring faster resolutions and reducing agent workload.

Key features​

  • Smart article suggestions: Detects common topics and suggests relevant content.
  • AI-Powered article creation: Generates clear, searchable articles.
  • Customizable content management: Allows easy editing and alignment with policies.
  • Article publishing & management: Stores finalized articles for AI and human agent use.

Benefits & applications​

Yellow.ai’s AI-powered Knowledgebase Suggestions centralize information, improving accessibility and reducing agent dependency. Automated responses enhance user experience with faster resolutions, while AI-driven insights identify and fill knowledge gaps. By optimizing workflows, businesses increase efficiency and scale effortlessly.

Practical use cases​

  • Refund queries: AI automates responses, reducing backlog.
  • Knowledge gaps: AI identifies missing information, improving content.
  • Appointment booking: Optimized data handling enhances scheduling.

Article suggestion features​

AI knowledgebase suggestions are displayed for topics that have the Article Suggestion icon enabled.

Article Suggestion Icon

Clicking on the Article Suggestion icon reveals the following options and features:

1. AI-Generated article for the selected topic​

The AI-generated article is tailored to the selected topic. The topic name is prominently displayed at the top, ensuring clarity and easy identification of the article you are working on.

2. AI suggestions​

The AI system provides updates or improvements based on past conversations. These suggestions vary depending on the type of resolutions previously provided.

  • Add suggestions:

    • Click the Add button to incorporate AI suggestions into the Knowledgebase article.
    • The added suggestions will appear on the left-hand side of the interface.
      Add Suggestions
      Suggestions Display

  • Not relevant suggestions:

    • If a suggested article is not relevant, click Not Relevant to remove it.
    • The irrelevant suggestion will be deleted from the list. Mark Not Relevant

3. Edit section​

Each section of the AI-generated content can be customized to fit your specific requirements.

  • Add new information.
  • Remove irrelevant details.
  • Modify existing content to improve accuracy and clarity.
    Edit Section
    Editing Interface

4. Archive sections​

AI provides multiple suggestions for articles based on diverse conversations and resolution types.

  • After reviewing and adding these suggestions to your Knowledgebase, you can archive sections that are no longer needed.
    Archive Sections

5. Archive tab​

The Archive Tab contains all the article sections you have previously archived.

  • Add archived sections: Click Add to reinstate an archived section back into your Knowledgebase.
  • Delete archived sections: Click the Delete icon to permanently remove an archived section.

6. Save changes​

Once you have reviewed and made edits to the AI-generated articles, click Save Changes to store your updates.

  • This is a universal save button that ensures all changes on the Article Suggestion page are saved immediately. Saved articles will be available in your Knowledgebase.

Save Changes Button
Save Changes

Articles saved in the Knowledgebase will not appear on your website. However, they remain accessible within the Yellow.ai platform for future reference and bot usage.