the AI doesn't know until you tell it
Ask our AI support agent anything about our product and it gives you a pretty damn good answer.
But if we don’t tell it what it needs to know, the answers lose their shine.
There’s a hidden cost (which doubles as a massive benefit) to training up AI support agents. It’s this:
You must have rock solid, accurate, and up-to-date product documentation.
At first, an AI agent seems simple. Show it our docs. Turn it on. Watch it work magic.
And to some degree that is what happens. But then we go and change the product just a little, which means a little error in our documentation. Which of course means the AI doesn’t know what happened and will keep telling people what the product was like yesterday.
The moment we turn on an AI agent is the moment our documentation has to be spot on. This could mean a small tweak to our workflows for how we write our release notes and update our docs. But it’s one of those small changes that if not made early enough turns into a big mountain of work.
If you’re thinking about adding AI to your support team, think through how you’re going to keep it up-to-date with your product changes.
Peter
(217 / 500)
