Enhancing Knowledge Base Accuracy with AI

In the financial services industry, trust is paramount. When customers dispute a credit card transaction, time is of the essence. Ensuring accuracy, compliance, and customer confidence is crucial. However, many banks still rely on outdated knowledge bases that fail to adapt to changing processes. This guide outlines the steps to address this challenge using Emma's AI-powered Knowledge Base Auditor.

Step 1

Begin by understanding the importance of an updated knowledge base. Inaccurate information can lead to customer confusion, inconsistent agent responses, and unnecessary escalations, thereby eroding trust.

Step 2

Recognize the role of Emma's AI employee, the Knowledge Base Auditor. This tool is part of our Customer Experience Solution suite. It continuously reviews customer interactions, compares them with existing knowledge base articles, and identifies when information is outdated or incomplete.

Step 3

Consider a scenario at Fintrust Bank, a leading retail bank, where the knowledge base article for credit card disputes is outdated. It still instructs customers to download a PDF form, fill it out, and email it, whereas the process changed months ago to a more efficient method through the Fintrust mobile app.

Step 4

Analyze how the outdated knowledge base affects both customers and agents. To demonstrate, upload two different data sources into the Knowledge Base Auditor AI employee. Start with customer call transcripts to reveal real customer frustration and confusion.

Step 5

The second data source is the outdated knowledge base document that still references the old email process. In a real enterprise environment, these documents might reside in systems like Salesforce, Zendesk, or other internal documentation portals.

Step 6

For this demonstration, the documents have been uploaded manually. Now, observe the AI employee in action by initiating two key prompts.

Step 7

First, check for existing knowledge gaps in the current knowledge base. Once these are identified, seek recommendations from Emma's Knowledge Base Auditor AI employee to address the knowledge drift.

Step 8

Inquire about the current gaps in the knowledge base to pinpoint areas of improvement.

Step 9

The AI agents collaborate to analyze transcripts and the current knowledge base, identifying deviations and understanding knowledge base drift. Insights are shared, indicating that using a PDF form is outdated and the correct method is through the Fintrust mobile app.

Step 10

A recommended action plan is provided, emphasizing the need to update the knowledge base to reflect the current dispute filing process.

Step 11

The confidence score of the drift analysis conducted by the Knowledge Base Auditor AI employee is also reflected.

Step 12

Next, ask about the updates required for the knowledge base based on the drift analysis conducted.

Step 13

While waiting for recommendations, observe how Emma identified all the mismatches, such as outdated email instructions and missing in-app workflow details. A full revision proposal will be generated to include the new dispute submission flow.

Step 14

The revision proposal shared on the screen details updated steps to ensure the knowledge base aligns with the current process.

Step 15

Citations are provided to show where the information is sourced and which conversations in the transcripts contributed to the response.

Step 16

The AI will generate a revised document outlining the key changes and the rationale behind them, highlighting all key citations.

Step 17

This is not just a static summarizer but an adaptive AI that performs drift analysis, predicting where knowledge diverges from reality and proposing updates to bring it back into sync.

Step 18

At scale, Emma's AI employee continuously monitors thousands of customer interactions, automatically flags knowledge base drifts, and drafts revisions in real-time.

Step 19

It ensures accuracy, compliance, and consistency without manual intervention. The impact is profound: reduced support volume, faster issue resolution, and most importantly, restored customer trust. This is Emma's AI employee Knowledge Base Auditor, part of our Customer Experience Solution suite, ensuring every customer-facing document aligns with actual business operations.