Your FAQ articles are often the first place AI looks when answering customer questions. This includes not just your public FAQ, but also internal articles (visible only to your team) and unlisted articles (accessible via direct link but not publicly listed). Keeping all these articles optimized ensures AI has access to accurate, comprehensive information.
Why internal and unlisted articles matter
You might assume that only public FAQ articles affect AI responses, but internal and unlisted articles can also be valuable sources of information. Internal articles might contain detailed troubleshooting steps, edge case solutions, or technical background that helps AI provide more accurate answers. Unlisted articles might be draft content, seasonal information, or specialized guides for specific customer segments.
Within Re:amaze, you can choose whether to allow the AI FAQ Bot to use unlisted articles when generating messages. Regardless of your settings, it's worth ensuring all your content is AI-friendly since you may adjust these settings as your needs evolve.
Write one clear answer per article
AI performs best when each FAQ article addresses one specific question or topic. If you find yourself covering multiple distinct issues in a single article, consider splitting it into separate articles. An article titled "Account and Billing Issues" that covers password resets, subscription changes, and invoice questions should probably be three separate articles.
This focused approach makes it easier for AI to match customer questions with the right content and provide precise answers rather than overwhelming customers with information they didn't ask for.
Use the question as your article title
Your FAQ article title should be the actual question customers ask, or a close variation of it. "How do I reset my password?" is more effective than "Password Help" or "Account Access." When customers ask questions in natural language, AI can more easily match their phrasing to articles with question-based titles.
Look at the actual questions your customers ask in support conversations and use that language in your article titles. If customers say "How do I cancel?" rather than "How do I terminate my subscription?", use the more natural phrasing.
Structure answers for quick scanning
Start with the most direct answer to the question in your first paragraph. If someone asks "Do you offer refunds?", begin with "Yes, we offer full refunds within 30 days of purchase" rather than explaining your company philosophy first.
After the direct answer, you can provide additional context, exceptions, or related information. Use headings to break up longer articles so AI can quickly locate specific details within your answer.
Include step-by-step instructions when relevant
When answering "how-to" questions, provide clear step-by-step instructions using numbered lists:
- Navigate to Settings in your account dashboard
- Click on "Subscription" in the left sidebar
- Select "Cancel Subscription" at the bottom of the page
- Confirm your cancellation when prompted
This format makes it easy for both AI and customers to follow the process. Include any important notes or warnings before or after the steps, such as "Note: Cancellation takes effect at the end of your current billing period."
Keep content current and archive outdated articles
Review your FAQ regularly and update answers when your product, policies, or processes change. If an article becomes outdated and has no replacement, unpublish it rather than leaving incorrect information that AI might reference.
For seasonal or temporary content (like holiday shipping schedules), either update it each year or clearly indicate the time period it applies to. "2024 Holiday Shipping Schedule" is clearer than "Holiday Shipping" which might contain outdated dates.
Link to related articles
When your answer mentions related topics covered in other articles, link to them. This helps AI understand the connections between different topics and can provide customers with additional context. Use clear link text like "Learn how to update your payment method" rather than "click here."