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Prepare your help center for AI answers

An AI assistant is only as good as the articles it reads. Contradictory or stale pages produce confident wrong answers, so tidy the help center before you switch it on.

Last reviewed

Remove what is out of date

List articles by last review date and fix or archive anything that no longer matches the product or prices.

Give each article one job

One question per page, with the answer in the first lines. Long pages that mix topics make it harder to find the right answer.

Resolve contradictions

Search for the same topic across articles and make sure they agree. When two pages differ, the AI may quote either.

Fill the gaps from real tickets

Look at the questions customers send most often and make sure each has a clear article, including the unpleasant ones like refunds.

Write in the customer's words

Use the phrases customers use in their tickets as titles and headings, not internal names for features.

Test before launch

Ask the AI the twenty most common questions and compare its answers to what you would send. Fix the articles, not the symptoms.

Questions

Do we need a big help center first?

No. A small, accurate one beats a large, stale one. Start with the questions you get most often.

How often should we review articles?

Review the most visited ones every quarter and any article touched by a product or pricing change.

What if the AI gets something wrong?

Find the article it relied on and correct it. Fixing the source fixes every future answer.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.