Knowledge Builder in action | Zendesk demo video

Summary

In this video, the support lead at Snowcraft demonstrates how Zenesk's Knowledge Builder uses AI to quickly create a help center based on existing customer support tickets. Instead of building a help center from scratch, the AI analyzes past inquiries to generate categories, sections, and articles tailored to customer needs, such as sizing and product care tips. Within minutes, a structured knowledge base is created, with articles saved in draft mode for review and edits. The process simplifies the creation of a knowledge base, reducing workload and providing customers with self-service options for faster resolution.

Takeaways

• 😀 Knowledge Builder turns ticket history into a complete help center in minutes.
• 😀 Snowcraft, a company renting and selling custom snow gear, faces high inquiry volume.
• 😀 Without a help center, support agents must handle every customer inquiry manually.
• 😀 Knowledge Builder helps build a help center quickly without starting from scratch.
• 😀 The process begins by providing the AI with inputs about the business, customer needs, and common questions.
• 😀 The AI uses support ticket history to create a structured knowledge base for the business.
• 😀 The suggested knowledge base structure includes categories, sections, and articles based on past support interactions.
• 😀 Example categories in the knowledge base include equipment and gear, with articles like 'How to choose the right snowboard size.'
• 😀 After creating the knowledge base, articles are generated in draft mode for review and refinement.
• 😀 Each article can be edited in the toolbar before publishing, allowing easy customization.
• 😀 Zenesk's Knowledge Builder makes creating a structured help center fast and efficient.

Q & A

What is Knowledge Builder?

Knowledge Builder is an AI-powered tool that helps create a complete help center in minutes by analyzing ticket history and generating relevant articles based on past support inquiries.

How does Knowledge Builder help support teams?

It reduces the burden on support agents by creating a knowledge base that customers can use to find answers to common questions, improving response times and reducing wait times.

What type of business is Snowcraft?

Snowcraft is a company that rents and sells custom snow gear across the western United States.

What kinds of customer inquiries does Snowcraft handle?

Snowcraft's support team handles a variety of inquiries, including returns and exchanges, questions about sizing, store hours, and other common product-related questions.

Why is a help center important for Snowcraft?

Without a help center, Snowcraft's agents have to answer each customer question individually, which slows down response times and keeps customers waiting. A help center can provide self-service answers for customers.

How does Knowledge Builder create the help center?

It analyzes the support team's ticket history, then uses this data to suggest categories, sections, and articles that are relevant to customer inquiries. The AI builds the initial structure and content in just minutes.

Can the generated help center be customized?

Yes, the suggested structure is just an initial draft, and users can make edits to the categories, sections, and articles before publishing them.

What is the benefit of using ticket history for Knowledge Builder?

Using past ticket history ensures that the generated content is based on real customer inquiries, making the knowledge base highly relevant and specific to the needs of the customers.

How quickly can Knowledge Builder generate a help center?

Knowledge Builder can generate the initial structure of a help center in just seconds, and it can create articles within a minute or two after that.

What is the process for refining the articles generated by Knowledge Builder?

Once the articles are generated, they are saved in draft mode. Support teams can review each article, make necessary edits, and refine the content before publishing it.