- Knowledge modules to be usable by both humans and machines in the future
- Generative AI minimizes efforts for content creation, maintenance, and usage
In practice, creating and structuring relevant content for various use-cases is very labor-intensive and thus one of the biggest hurdles to implementing a corresponding knowledge database. Generative AI will support this in the future by analyzing, classifying, and organizing important information from tickets, manuals, etc., into clear structures. Creating FAQs from extensive documents will also be accomplished in just a few interaction steps. Furthermore, the rephrasing of answers according to the target audience or in the “tone of voice” of the company is possible.
“The use of generative AI leads to a fundamentally different way of working in customer service. While machines now have highly developed language knowledge, they do not have subject matter knowledge. Both come together in our knowledge database. In the future, knowledge modules will be written and formatted in such a way that they can be interpreted and processed by machines,” says Harald Huber, CTO and Managing Director of USU.