The Knowledge Builder early access program (EAP) is open for you to enroll!
With this powerful feature, knowledge teams can kickstart their help center creation in no time, enabling them to harness AI agents for automating user interactions almost immediately. How?
Knowledge Builder analyzes your ticket data to pinpoint the most common customer issues and combines them with key business context (for example your target audience and brand information), to automatically create a ready-to-use knowledge base.
You can sign up today and enjoy the benefits the feature brings to your knowledge management!
What's changing with this new feature?
The Knowledge Builder is prompted to generate 20-25 article drafts addressing the most common challenges your customers face. By analyzing and clustering your support tickets around key topics, our model identifies the most pressing issues and creates clear, concise questions and answers. These Q&A objects form the foundation for article content and an organized help center hierarchy.
Read more about Using Knowledge Builder to create help center using ticket data and generative AI (EAP)
EAP limitations
- Knowledge Builder can be run on each brand once. This means that if one user ran the feature on one brand, other admins won't have access to it.
- The first release supports English tickets to English articles.
- Articles are in a draft state, and need to be reviewed and published before the help center is available for end users, and AI Agents.
- Our ticket analysis uses your tickets in the same brand, in the past 90 days.
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Knowledge Builder is prompted to generate 20-25 article drafts that address the most common challenges your customers face. There is not a strict limit, it's "up to" the model to determine the optimal number of articles.
Who can sign up for the EAP?
The feature will be available for all Suite and Support customers with Knowledge subscription, however, consider yourself an ideal candidate if you:
- have not built a knowledge base yet or
- haven't invested in your knowledge base and the content might be outdated
Any eligible customer with ticket data can use the Knowledge Builder. Since new articles are created based on the existing knowledge base, all current content remains unchanged. This feature lets anyone easily find useful articles created from the latest tickets, helping you grow and improve your knowledge resources.
