AI systems – chatbots, assistants, copilots, etc. – play a pivotal role in processing and delivering information, which makes AI-optimised content more crucial than ever. It’s not enough to train AI models with the right information; you have to provide it in a way that AI can process and then present effectively. After all, conversational AI is reshaping software as we know it, and understanding the nuance of language in this context is important.
In this article, we’re giving you the tools to create content that is both effective for AI systems and engaging for your audience. Implement these six techniques and you’ll be well on your way to supercharging your customer support, all while keeping your audience satisfied and happy.
1. Be clear and direct
AI systems have a limited capacity for processing information at the same time (context window), so they need content that is both brief and clear. This doesn’t mean you need to strip away essential details – you still want to give customers the most important information they need. It just means your content should be concise and straightforward.
Pro tip: Use direct language to avoid ambiguity. Don’t make users guess what you mean; just tell them.
2. Simplify your language
Complex language or technical jargon can alienate readers and confuse AI systems. Simplifying your language makes it more accessible and easier to process. Write like you talk, and allow AI systems to do the same.
Pro tip: Avoid using technical jargon (unless it’s absolutely necessary) and define specialised terms or concepts in the simplest words possible.
3. Craft self-contained, complete content
Content that can stand on its own helps AI give thorough answers and helps users understand those answers better. Every article you write should contain all the necessary information a user might need, so they don’t have to read multiple articles to get an answer.
Pro tip: Use full sentences and write each paragraph so that it’s complete and understandable on its own. For content that’s subject to frequent updates, such as password requirements, link to a regularly updated document to ensure that you’re always presenting up-to-date information.
4. Describe visuals for AI comprehension
Since AI can’t “see” images like humans can, it depends on detailed written descriptions to understand and include them in its responses. That’s why providing clear, detailed text descriptions is super important for making AI interactions more inclusive and effective.
Pro tip: List out all the steps a user needs to take, from the very beginning, including any special instructions (like “right-click” or “scroll all the way down the page”).
5. Improve clarity through formatting
Structured content formatting, such as bullet points, headings, and lists, is essential for enhancing both AI and human comprehension. By organising information in a clear and logical manner, structured formatting aids AI algorithms in processing data efficiently while also making it easier for humans to navigate and understand complex information.
Pro tip: For troubleshooting instructions specifically, use a numbered list that has one complete step per line. And don’t forget to add a lead-in to give the user some necessary context.
6. Enrich content with a detailed FAQ section
Frequently asked questions (defined in question-and-answer pairs) can help clarify any misconceptions or common issues users might encounter, promoting a smoother adoption process. It serves as an easily accessible repository of information, ensuring users can quickly find answers or learn more about the system at their convenience.
Additionally, the nature and frequency of the questions in the FAQ can provide valuable insights into user needs and pain points, acting as a feedback loop for continuous improvement and development of the AI system.
Pro tip: Keep FAQs self-contained. Instead of a simple “Yes” to whether a product can be used outdoors, provide comprehensive information: “Yes, product X can be used outdoors in temperatures up to 50°C.”
Remember: Success is in the details
By focusing on brevity, simplicity, completeness, visual descriptions, structured formatting, and detailed FAQs, we facilitate AI’s ability to process and deliver content efficiently.
Our objective in customer support should be not just to communicate but to connect and inform, leveraging AI to enhance our messages and ensure they resonate with your users on every level. Make your AI responses more efficient and user friendly so that you can level-up your support from this…
to this…
Sources
- “Get ready for AI bots by optimising your knowledge base”
- “AI knowledge base: A complete guide”
- “How to select and improve the right sources to train your AI”
- “Creating AI Optimised Customer Support Knowledge Base”
For even more insights and knowledge from our Visma AI experts, check out the Artificial Intelligence section of our blog.