Feature usage questions
Steps and where to find things are already covered by docs, which suits AI.
SaaS product support
Turn your documentation
into the answer source.
Move product documentation and FAQs into the AI knowledge base so usage questions are answered by AI, while agents handle what needs judgement.
Where it fits
Typical SaaS enquiries.
Configuration and integration
Environment-specific configuration usually needs a person to investigate.
Account and permission questions
Account status and member permissions are verified by an agent.
Maintaining the knowledge base
Knowledge base quality sets AI quality.
- Capture recurring questionsTurn enquiries that keep coming back into knowledge base entries.
- Keep pace with releasesUpdate the knowledge base after feature changes so AI does not answer from stale content.
- Set AI boundariesMark what is not suitable for automatic replies and route it to an agent.
- Use agent assistAI suggests answers alongside agents, which keeps wording consistent.