Advantages of AI-powered Knowledge Bases

October 29, 2024

AI knowledge bases offer all the organization that comes with your traditional knowledge base, with an AI-powered twist! But what makes harnessing this cutting-edge technology particularly beneficial for your organization? See some of the main advantages of the use of AI knowledge bases below, and how Adrentech’s AI platform norm in particular is putting its own unique spin on them for its clients!

Customer self-service

The self-service feature of AI knowledge bases grants customers autonomy in their interactions with your organization’s products and services. Any questions they may have on your product – whether set-up or troubleshooting – can go through the AI-powered knowledge base which makes the knowledge search process a faster, more efficient one. Rather than forcing customers through the time-consuming process of parsing multiple articles in search of one elusive, the generative AI directly answers questions and makes suggestions for related resources customers can consult for further info. 

Adrentech’s norm further expands upon the suggestions for related resources feature common to AI-engines by displaying the article its response was fetched from alongside other articles, in order by relevancy to the asked question. All in all, this self-service feature directly benefits your organization as it frees up on-call agents for far more specialized tasks. 

Faster employee training and onboarding

Just as a customer’s self-service needs are better met with the use of an AI knowledge base, so will those of new employees undergoing the onboarding process. Having every bit of company data in one place allows employees easy, 24/7 access to training materials with the benefit of the AI generated response.  

Adrentech’s norm also allows for some articles of data to be visible to only internal employees while efficiently storing all articles – internal or public – on the same system. This allows the generative response to “know its audience” to a great degree, styling its answers to match the privacy rights of its user. This allows employees to be granted answers that include private company knowledge, while also ensuring customers only have access to that which is public. 

AI-related data that your company can learn from

Not only does the AI-generative response allow for faster, more efficient search times, it also allows your organization – and the AI – to learn from the data collected during these searches.

Adrentech’s norm is particularly well-suited for this tracking of data metrics. By putting to use norm’s built-in Reporting tool, your company can keep track of commonly searched terms and articles, refine and modify data, and know what content should be deleted to better match current customer needs. In addition to this, norm allows its generative response tool to take in customer data via feedback that can be used by your organization! 

Interested in learning more about AI’s benefits and putting them to use through a secure AI platform?   Book a demo here and hear about our no obligation pilot offer!