10 Tips to Get Knowledge Articles Updated for GenAI

As generative AI (GenAI) becomes the backbone of self-service solutions, your knowledge base must be more than just helpful — it needs to be smart. At ICMI’s Contact Center Expo, a lot of people asked me questions around knowledge management optimization for AI because it seems to be a larger gap in the CX space. On the ITSM side of contact centers, there are experts who manage knowledge through their service/help desk and may be much further along, but are now tasked to update knowledge articles for AI co-pilots or agent assist cost savings.

Here’s a rundown of best practices to ensure your articles are GenAI-ready, whether on a website or internal system for staff:

1. Prioritize Plain Language

GenAI models, especially in customer-facing applications, work best with concise, clear language. Avoid jargon where possible, define complex terms and ensure readability for everyone. Remember, if it’s too technical for a non-expert, it might trip up your AI, too.

2. Structure for Searchability

Make articles easy to scan by using headers, sub-headers and bullet points. For troubleshooting guides, ensure each step is its own bullet or numbered item. FAQ articles should group similar questions under thematic headers (e.g., “Account Issues” or “Payment Concerns”) to enhance both user experience and AI comprehension.

3. Embrace a Modular Approach

AI engines often piece together answers from multiple sources. Break down content into short, standalone sections so GenAI can accurately fetch relevant details. This also improves your flexibility to mix and match content in responses without redundant rephrasing.

4. Optimize Content with Retrieval-Augmented Generation (RAG)

Retrieval-Augmented Generation (RAG) is a method where the AI “retrieves” specific pieces of information from your articles to generate responses. To support RAG, keep your articles well-tagged, searchable and to the point. The more granular the content tagging, the easier it is for GenAI to find the right information.

5. Update with Graphics and Graphic RAG for GenAI

Graphics are invaluable in knowledge articles now. Graphic RAG refers to adding visuals that AI can interpret or describe, improving response accuracy and engagement, especially for voice bots. Examples could include simplified process flows, annotated screenshots or icon-based instructions to help users understand the process.

6. Build In Contextual Hints

GenAI performs better when it has context. If the article is part of a broader process, add short “context headers” or subtitles along with the title that provide an overview, such as “This article explains password reset for accounts created before 2022.” These hints let GenAI set the right frame for responses and avoid confusion for the user.

7. Standardize Article Formats

AI thrives on consistency. Standardize your format across FAQs and troubleshooting guides so that common elements (e.g., issue description, solution steps and error codes) are in the same order. This makes it easier for the AI to identify and deliver key pieces of information in response to user queries.

8. Enable Voice-Friendly Language

When creating articles for voice-based bots in IVR systems, make sure language is conversational and instructions are easy to follow. Avoid abbreviations or slang that might confuse users. For example, instead of “troubleshoot DNS,” try “check your internet connection settings.”

9. Tag for Sentiment and Tone

Articles on issues that could frustrate users (like service interruptions or billing errors) benefit from a gentle, empathetic tone. Label these articles with a tone tag, like “supportive” or “reassuring,” to help GenAI deliver responses that align with user sentiment, adding a more empathic, human touch. The next level of GenAI voices and NLU abilities that make responses seem more human-like is here. This is how you enable it with emotions on the backend, in addition to specific prompts that require tone differences.

10. Maintain Regular Updates

GenAI can’t make use of outdated information effectively. Schedule regular reviews of your articles to update procedures, links and any evolving issues. Fresh, accurate content ensures your AI can meet users’ needs every time, whether they’re troubleshooting a current issue or asking about new features.

Use this checklist and you’ll have a knowledge base primed for GenAI, ready to deliver clear and helpful self-service at any scale. Bonus tip: Measure your self-service resolution rate, deflection rate and knowledge article engagement rates before and after these changes to celebrate your success.