Conduct a content audit

Before the holiday rush, do a thorough audit of your knowledge base to identify and remove outdated or incorrect information. Involve subject matter experts to validate the accuracy of articles.

Centralize your content

Having a single, centralized source of truth for your articles prevents the AI from pulling conflicting or outdated information from different places.

Prioritize updates

Focus on articles that are highly trafficked or have a high "helpfulness" rating from users.

Establish a review process

Create a clear process for reviewing and updating both human and AI-generated content. Assign a dedicated "knowledge manager" to oversee this process and ensure continuous improvement.

Create holiday-specific FAQs

Based on data from previous seasons, identify your most common holiday queries such as:

• Holiday shipping deadlines and estimated delivery times

• Return and exchange policies for holiday gifts

• Holiday promotions, discounts, and gift card information

• Updated store or support hours

Address content gaps

Use that data from previous holiday seasons to find questions that repeatedly land in your support agents' inboxes. Prioritize creating articles to address these recurring issues.

Update existing articles

Audit and update relevant articles to reflect holiday changes. This includes product guides, return policies, and shipping information. Ensure that all updates are accurate and reflect current processes.

Differentiate between content

Clearly mark which information is for external customers and which is for internal use by your agents. This prevents your AI (and human!) agents from inadvertently sharing confidential information.

Be clear, concise and specific

Avoid jargon and use simple language. AI agents can get confused by overly complex or meandering sentences. Every article should have a single, distinct focus.

Structure for success

Use clear headings (H1, H2, H3), short paragraphs, and bullet points or numbered lists. This structure helps the AI quickly identify and extract the most relevant information.

Create self-contained answers

If your knowledge base uses a Q&A format ensure the answer is a complete response and doesn't just say "yes" or "no." For example, instead of "Yes, you can pay by credit card," provide the full context: "Yes, you can pay by credit card. We accept Visa, Mastercard, and American Express."

Optimize for text

AI systems excel at processing plain text. While images and videos are great for human users, be sure to include a text-based description or a transcript. Avoid using complex tables, and if you must use them, keep them simple with clear headers.

Use consistent terminology

If your knowledge base has multiple articles, use the same words for the same concepts. For instance, if you refer to a "demo" of your software, don't also use "demo" to refer to a sales demonstration, as this can confuse your AI agents.