Even the richest knowledgebases, troubleshooters and slickest digital processes are worthless if the customer or agent cannot find them.
Instead of natural language search, many companies still use index-based searches that rely on customers using the exact wording to find answers.
Or companies provide AI chat but it is not hooked up to any servicing capability or single source of truth.
This is fundamental – how can customers self-serve if they cannot find the answers?
How do you make AI chat a practical solution rather than a vanity project or an expensive exercise in duplicating support capabilities that already exist?