At Markprompt, we are building AI for customer support.

One of the things we see consistently is “knowledge base debt” - it’s like legacy code, but for customer support materials.

At a company we recently started working with, we have seen the knowledge base reduced from 11000+ articles to under 6000 within a span of 3 months. The docs and engineering teams are now pushing updates dozens of times a day, and their docs went from calcified to vibrant and always up to date.

Why? Because having an AI powered support agent analyze conversations and content can quickly uproot outdated content and inaccurate articles.

Support teams receive fewer tickets from customers asking about obsolete or incorrect support content, and customers are satisfied because they can find the correct answers on their own, with no inconsistencies.

“Knowledge base debt” will be critical for companies to solve: it means fewer headaches for support teams, and happier customers.