AI Knowledge Base Software

In today’s fast-paced business world, users expect support that’s immediate, accurate, and easy to access. Traditional knowledge bases, while useful, often struggle to meet these demands due to complex navigation and high maintenance needs.

An AI knowledge base software transforms self-service support by providing instant answers to common questions, guiding users through processes, and empowering customers to resolve issues independently. This innovative solution reduces pressure on support teams and enhances customer experience with intuitive, conversational interactions that feel seamless and responsive.

Miquido’s proprietary framework, AI Kickstarter, streamlines the development of AI knowledge bases by providing a robust, pre-configured tools that significantly accelerate setup and customization. Leveraging a Retrieval-Augmented Generation architecture, AI Kickstarter integrates seamlessly with multiple top-performing language models, including GPT-4, Mistral, and Claude, allowing businesses to deliver precise, context-aware responses. With AI Kickstarter, organizations can quickly create a scalable, intuitive knowledge base that’s both efficient and easy to maintain, offering customers reliable, immediate support.

Who it’s for:

• Customer support teams: Enterprises seeking to streamline support and reduce ticket volumes.
• IT departments: Organizations aiming to provide internal teams with a self-service portal for technical support.
• HR departments: Companies looking to offer employees instant answers to common HR and policy-related queries.
• eCommerce: Businesses that want to improve customer satisfaction by providing rapid responses to product inquiries and support requests.

Challenges of traditional AI knowledge base software

• High volume of support tickets: Without effective self-service options, users end up submitting tickets for routine questions, overwhelming the support team and slowing down response times.
• Complex navigation: Traditional knowledge bases require users to know exactly where to search, with information often hidden under multiple layers, leading to frustration and extended resolution times.
• High support costs: Phone support averages $17 per ticket, while chat and email cost around $16 each. These expenses accumulate quickly, challenging ROI, especially for common, repetitive inquiries.
• Customer frustration: Over 60% of customers are frustrated by long wait times or lack of immediate support, which can damage a brand’s reputation and customer loyalty.
• Lack of personalized support: More than 70% of customers expect service reps to instantly recognize their history and needs, but traditional systems often fall short, making users feel like just another ticket number.

How AI knowledge base software solves these problems

Real-world results show the impact: Klarna’s AI-powered solution automated over 2.3 million conversations in one month, saving the company $40 million and reducing repetitive queries by 25%. Our clients have seen similar benefits, achieving faster resolutions, lower costs, and more satisfied customers, and:

• Instant access to information: AI delivers immediate answers to users, drastically reducing response times and eliminating the need to navigate complex resources.
• 24/7 availability: AI knowledge base software is available around the clock, leading to higher customer satisfaction and removing dependency on business hours.
• Personalized interactions: Using natural language processing, AI tailors responses based on context and past interactions, creating a more engaging and individualized support experience.
• Effortless scaling: AI can handle the workload of hundreds or even thousands of human agents, operating continuously and supporting over 50 languages, making it ideal for global businesses.
• Enhanced accessibility: The AI-powered solution integrates all resources – including FAQs, internal knowledge management, customer training materials, and blog articles – into a single, easily accessible knowledge base.
• Significant cost reductions: Automating routine support tasks leads to up to 80% in cost savings, allowing businesses to direct resources toward high-impact activities.
• 5x faster customer support: The AI solution can reduce average resolution times from 11 minutes to under 2 minutes, dramatically improving support speed and user satisfaction.

AI knowledge base workflow: explained step-by-step

1. Data integration: The AI knowledge base software consolidates various resources – like FAQs, product specs, manuals, and technical documents – into a unified, searchable database. Using AI-driven data processing, it transforms information from different sources into a centralized, accessible repository.
2. NLP with RAG for contextual responses: AI Kickstarter utilizes natural language processing enhanced with Retrieval-Augmented Generation to interpret user queries accurately. By blending traditional NLP with RAG, the system retrieves relevant information dynamically and generates responses that are contextually precise and aligned with user intent. This enables more comprehensive, tailored responses for each interaction.
3. Real-time query resolution: When a user asks a question, the AI instantly searches its knowledge base to retrieve the best answer. This real-time processing provides fast, accurate responses across multiple channels, including web portals, AI chatbots, and mobile apps, delivering reliable, on-demand information that enhances user experience.
4. Guardrails and evaluators for consistency and safety: Built-in guardrails and evaluators ensure that each response is accurate, compliant, and secure. These components assess responses for quality and relevance, safeguarding against incomplete or inappropriate information. Guardrails protect sensitive data and uphold consistent, professional standards across all interactions.

Key benefits of AI knowledge base software

• Reduced support load: By automating responses to common questions, the AI knowledge base software lowers the number of incoming support requests, freeing up support teams to focus on more complex or high-priority issues.
• Enhanced user satisfaction: Instant, accurate responses boost customer satisfaction and strengthen brand loyalty by providing a fast, reliable support experience.
• Cost savings: Automated interactions reduce the cost per support case, allowing organizations to allocate resources more effectively.
• Scalability: The AI knowledge base can handle unlimited interactions simultaneously, making it easy to scale support without increasing headcount.

Solution features

• Natural Language Processing: Accurately interprets user queries, even with varied language or phrasing, ensuring relevant and precise responses.
• Multi-channel integration: Accessible via websites, mobile apps, and chat platforms, offering flexibility and meeting users where they need support.
• Analytics and insights dashboard: Delivers valuable metrics on frequently asked questions, user satisfaction, and knowledge gaps, helping organizations refine and improve their support strategies.

Case studies

Verseo, a marketing agency in Poland, partnered with Miquido to develop an AI-powered chatbot for internal knowledge sharing. With a team of 100 employees, Verseo sought a solution to streamline information access and boost productivity.

Miquido used machine learning and Generative AI to create a Google Chat bot that provided quick answers to FAQs and essential company data. Integrated seamlessly into Verseo’s communication tools, the chatbot significantly reduced time spent searching for information, cutting retrieval times and enhancing productivity across internal operations and client projects. Now handling thousands of conversations monthly, this solution has made a measurable impact on Verseo’s efficiency.

Cost structure

With the AI Kickstarter framework, building an advanced AI-powered knowledge base starts at $15,000, which covers:

• Initial setup and integration: This includes data ingestion and customized adjustments to align the knowledge base with your specific business requirements.
• Ongoing maintenance and updates: Ensures the knowledge base remains current, continuously learning from user interactions to improve accuracy and relevance.
• Optional customization: For businesses with specialized needs, optional customization is available for integrating advanced features or meeting specific industry compliance standards.

ROI

Businesses typically see ROI within 6-12 months of deployment due to reduced support ticket volumes, cost savings on personnel, and improvements in customer satisfaction and retention. For large-scale support operations, this solution can drive substantial cost savings annually by lowering customer support overheads.