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Knowledge Hub — Power AI, agents and customers with the right content
Centralize, manage, control and optimize all of the information that powers AI, agents, and self-serve support in one place in Intercom’s brand new Knowledge Hub. Powering AI-first support with great content has never been easier!
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Shivay Lamba
Great idea for product for centralizing AI-powered content for support.
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Congrats on the launch of Intercom's Knowledge Hub! Centralizing and optimizing AI-powered support content is impressive!
This sounds like a powerful tool for centralizing AI-powered support content. I always loved Intercom!
I'm curious how the system handles version control and updates to ensure the information powering the AI stays current? Also, do you have any metrics on how this centralized approach impacts resolution times or customer satisfaction scores?
@kyrylosilin - great questions!
One of the biggest challenges of maintaining knowledge and keeping it accurate/up-to-date is the fact that often it is spread across multiple tools and sites (updating a feature could require changes to your public help center articles, internal knowledge base, website, support agent guidance etc.) - firstly the Knowledge Hub makes it really easy to see all of your content in one place, find what needs updating and make those changes.
Following this launch, we have plans to invest much more in content management/maintenance tools ontop of the Knowledge Hub to help support and knowledge managers - features such as telling Intercom what about your business has changed and then we automatically go find the affected content and suggest the updates that need to be made, automatic verifications and reviews etc.
As for centralised approaches impact on resolution times, where the content within the Knowledge Hub really shines is when our AI Copilot features utilise that breadth of content within each of your conversations - theres some good data + stats here https://www.intercom.com/support...
