Knowledge Base Maintenance

Generative AI helps contact-center teams turn manuals, customer interaction history, and existing FAQs into new FAQ answer content.

Business impact

• FAQ creation work hours — NEC reports a 75% reduction in FAQ-creation work hours at some contact centers.

Data requirements

• manuals (text) — NEC uses manuals as source material for FAQ generation.
• customer-interaction histories (text) — NEC uses interaction history records to generate FAQ answers.
• existing FAQs (text) — NEC uses prior FAQ content as source material.
• project information (text) — Shopify employees collect project information in NotebookLM.

AI methods and techniques

• generative AI — NEC uses it to generate FAQ answer data from manuals, customer-interaction histories, and existing FAQs.

Industries

Real-world evidence

2 documented case studies on record.

Companies using this: NEC, Shopify.