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Elevate Knowledge Base using Generative AI

Gursimran Singh | 05 March 2024

Elevate Knowledge Base with Generative AI


A knowledge base is collection of documentation containing detailed information about a service or product including challenges or issues faced in any process and what resolution was implemented or proposed to resolve it. This helps people who worked on the project or even others to refer to some point for some insight or discernment. Knowledge base is a self-service documentation for every user or contributor to development of a product to get knowledge regarding it. 

With the advent of generative Artificial Intelligence and its integration in day-to-day work of people, it becomes necessary to have new up-to-date processes in place for documentation and also updating of existing knowledge bases. Users of AI tools have productivity highly increased compared to those who rely on traditional methods. Contributors benefit greatly from having a generative AI assistant. 

What constitutes a knowledge base 

Knowledge base consists of all relevant data for a project or a product that can be documented for future reference. Gen AI aids in curating knowledge base content efficiently through its ability to analyse, organize, and document relevant information. - 

  • Directions for the flow of using a service as it was intended to be. Here, Gen AI can be used to generate step-by-step guides and walkthroughs that outline the intended usage of the service. 

  • The content of a knowledge base encompasses answers and solutions to frequently faced issues. Building an interface around the knowledge base and integrating AI can streamline user access to accurate responses. 

  • Solution for a specific challenge that was faced in the building of this product. Integrating AI can simplify this process by automating documentation tasks, fostering collaboration, and enabling knowledge sharing across teams. This helps future developers learn from past experiences and avoid similar pitfalls. 

  • Contact information for a service owner. This helps users of the product to get valuable information and help regarding the debugging. AI-driven systems can analyse user queries and direct them to the appropriate service owner, streamlining the debugging process and ensuring prompt assistance 

Data like above are recorded in a knowledge base so that future users of the knowledge base do not seem lacking in relevant content. 

How Gen AI can help your existing Knowledgebase to thrive 

Building a knowledge base involves methodically gathering and organizing crucial insights and solutions. It is about creating a repository of information that enables teams to troubleshoot, learn, and innovate collaboratively and effectively. 


Define the purpose 

The purpose of a knowledge base is to create a centralized database of sorts for essential information for streamlined learning and collaboration. However, different organizations may have specific requirements for their internal knowledge base which could be for their developers, testers only. Defining a directory structure and categories in your Knowledgebase helps in finding the documentation as well as tagging the Knowledge base correctly helps GenAI models to correctly process it. 


Refactor your fragmented documentation using GenAI 

Documentations are sometimes fragmented across multiple places. Readme files, Word Documents. Documentations are usually written in a different format and language which does not constitute as a Knowledge Document. These documents can be processed through GenAI model with a prompt to reformat them according to Knowledgebase. 


Collection of data from the contributors & collaboration tools 

Gathering data from relevant contributors w ensures diverse perspectives and comprehensive coverage within the knowledge base. Generative AI Agents can be developed and integrated with various collaboration tools within organisation to fetch data and enhance the knowledgebase. Integrating Gen AI into this collaborative tool enhances data analysis, automates documentation tasks, and facilitates the organization of information. This synergy fosters a robust resource for effective problem-solving and informed decision-making. 


Determine a structure which would be easy for its users 

Designing a structure that is user-friendly is crucial for the knowledge base's effectiveness. A well-structured knowledge base not only enhances user experience but also optimizes contribution efforts. By organizing information logically and facilitating intuitive navigation, it encourages active participation and content contribution from users. Moreover, integrating AI, such as Gen AI, can further enhance the knowledge base. For instance, AI-powered algorithms can analyse user queries and suggest relevant articles or solutions, improving search accuracy and efficiency. 


Allow for contributors to easily contribute content 

Facilitating easy content contribution is very essential in a knowledge base creation process, encouraging active participation and knowledge sharing among contributors. Gen AI can simplify the process by offering features such as natural language processing to interpret user inputs and suggest relevant content based on topics and its context while the contributors can moderate the content or include additional information. For instance, contributors can simply describe their issue or topic, and Gen AI can recommend existing articles or propose new content ideas, streamlining the contribution process and ensuring the knowledge base remains up-to-date and comprehensive. 


Update iteratively with up-to-date and relevant content 

To maintain relevance, knowledge bases require iterative updates with up-to-date and pertinent content. Gen AI facilitates this process by analysing emerging trends, user queries, and industry developments to suggest timely updates and additions to the knowledge base. 

Suppose a marketing team maintains a knowledge base about digital advertising strategies. As new advertising platforms emerge or algorithms change, contributors may input topics such as "TikTok Advertising Trends" or "Algorithm Updates for Facebook Ads." 

Gen AI processes these inputs, suggesting relevant sections or templates based on the topics. Contributors provide insights, case studies, and strategies for each section, focusing on the latest trends and best practices. As the digital advertising landscape evolves, Gen AI continues to monitor changes and user queries. It suggests additional updates, such as "Optimizing Ad Campaigns for Voice Search" or "Incorporating Augmented Reality in Advertising." 

Contributors, with the assistance of Gen AI, iteratively update the knowledge base with fresh content, ensuring Ensure that the users can access the latest and most relevant information in the fast-paced world of digital advertising. 

GenAI can be used to generate Change logs for the knowledgebase updates and can be effectively used to update content time to time.