Creating help center content using ticket data and generative AI


Over time, the best strategy for building a solid foundation for effective self-service is to create and maintain a quality help center. However, if you don't yet have a help center, or if your help center is incomplete or out of date, you can use your ticket data and generative AI to quickly create a new help center with up to 40 articles.


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Verified AI summary ◀▼
Create a help center using ticket data and generative AI to quickly generate up to 40 articles based on recent customer inquiries. This feature uses solved or closed tickets from the past 90 days to identify common issues and generate a help center hierarchy. Review and edit the proposed content before publishing to ensure it aligns with your support goals.




Over time, the best strategy for building a solid foundation for effective self-service
is to create and maintain a quality help center. However, if you don't yet have a help
center, or if your help center is incomplete or out of date, you can use your ticket
data and generative AI to quickly create a new help center with up to 40 articles.

Note: If you have an existing, well maintained help center, this
feature will likely not be helpful, as it does not suggest enhancements to your current
structure, but instead creates new (and possibly duplicate) sections and categories on
top of your existing content.
This article contains the following topics:
About creating help center content using ticket data and generative AI
Creating help center content using ticket data and generative AI




About creating help center content using ticket data and generative AI

Generated help center content is based on your support ticket data from the last 90
days, a description of your business, and common customer questions or recurring
issues they might have. Tickets used as an input to creating your help center must
meet the following criteria:


Solved or closed status
Created in the past 90 days
Originating in web form or email channels
Brand corresponding to the brand where the help center will be built
Up to 50,000 tickets per brand
Public (end-user facing) tickets


All personally identifiable information (PII) is automatically redacted. Tickets that
meet this criteria are summarized and grouped by common customer issues or pain
points, then combined with information you provide about your business and customer
issues to generate a help center hierarchy. The help center hierarchy contains the
article titles and categories of your help center and is displayed in the preview
pane. You can review the hierarchy and regenerate it, if necessary.



Creating help center content using ticket data and generative AI

You can use this feature to create one help center for each brand in your account.
This means that if you launch this feature and create a help center for a brand in
your account, you cannot use this feature to create another help center for that
brand.

To create help center content using ticket data and generative AI
If you:
Don't have a help center, in the product tray, select
Knowledge, then click Generate a new help center.
If you don't see that option, click Knowledge admin.
Have an existing, outdated help center, in Knowledge admin, click
Settings ( ) in the sidebar, then click Get
started in the banner at the top of the page.
Have multiple brands and want
to create a help center for an existing brand, in Admin Center
> Account > Brand management > Brands,
select a brand, then click the Actions menu. Select Turn
on Knowledge, then click Generate a new help center.



In the What does your business do? section, enter text describing
your business, then click Next. Be as descriptive as possible and
include a company website, as it can be used to obtain additional
details about your business and products.


In the What do customers need help with? section, enter text
describing the common issues or key help areas that your customers need,
then click Next. Be as descriptive as possible.


In Language settings, select the default language you want to use for
generated categories, sections, and article content. Articles, categories
and sections will be generated in this language/locale, regardless of
the ticket/input language.


Click Generate preview. Your new help center hierarchy appears in
the right-side pane. The preview includes up to 40 proposed articles
that address the most common challenges your customers face.



Preview the proposed help center architecture to evaluate whether it
accurately reflects your help center goals.
(Optional) Edit the business and customer information fields, then click
Generate new preview to regenerate the help center
architecture. You can generate up to 10 new previews.

Click Generate help center. Articles are generated and saved as
drafts in the AI-generated article list.
Admins and agents with permission can review and edit the articles prior to
publishing.







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