Best Practices for Ensuring Accurate AI Responses in BoldDesk
This guide is designed for support teams and content creators to develop clear, structured help desk content that improves the BoldDesk AI Agent’s ability to deliver accurate, relevant responses. Well-crafted content enhances AI comprehension, reduces misinterpretation, and elevates the overall customer experience.
This is used to optimise training content, ensuring your BoldDesk AI Agent retrieves precise information quickly, providing customers with timely and correct solutions. Better content structure and clarity not only boost AI performance but also streamline support operations and increase customer satisfaction.
Help Desk Content Optimization Guide for BoldDesk AI Agent Training
1. Train with High-Quality, Refined Content
Use reliable, well-structured information that reflects real customer needs.
- Use current and accurate KB articles aligned with product features and policies.
- Regularly review and update content after product or policy changes.
- Include FAQs, product documentation, and support workflows.
- Avoid jargon, vague language, and incomplete information.
2. Organize Content by Topic or Department
Structure content to help the AI retrieve relevant answers efficiently. Use clear categories and link related articles under each, and group content by functional areas:
- Billing Issues
- Product Setup
- Troubleshooting
- Account Management
3. Use Clear and Hierarchical Headings
Improve AI indexing and user navigation with structured headings.
- Use H1, H2, and H3 to define topic hierarchy.
- Make headings descriptive and keyword-rich.
4. Organize Information with Lists and Tables
Enhance readability and AI parsing with structured formatting.
- Use bullet points for features and numbered lists for steps.
- Present structured data in clean, labelled tables for better AI parsing.
5. Write Short and Focused Paragraphs
Improve clarity and AI summarization accuracy.
- Keep sentences short and direct (ideally under 20 words). Avoid complex sentence structures, as they can reduce clarity and lead to misinterpretation by AI.
- Limit each paragraph to a single idea or task. This helps the AI to extract and summarize key information more accurately.
6. Provide Clear, Contextual Links
This helps AI to understand topic relationships and improve article relevance.
- Use descriptive anchor text (e.g., “Learn how to manage private workspaces”).
- Avoid vague phrases like “click here” or “this article.”
7. Ensure SEO Best Practices
To improve AI and search engine indexing, especially in headings, subheadings, and the opening sentence of each section. Avoid keyword stuffing or repetitive phrasing.
- Use keywords naturally, especially in headings and opening sentences.
- Write a concise meta description with main keywords.
- Add structured metadata (e.g., title tags, descriptions, custom fields) if supported.
Write a clear, concise meta description for each article that includes your main keywords. This helps AI tools understand the topic and improves indexing accuracy.
If supported, add structured metadata (such as title tags, descriptions, and custom fields) to strengthen both search engine and AI recognition.
8. Incorporate Code Snippets Carefully
Help AI understand logic and improve developer support content.
- Use clean, properly formatted code with consistent indentation.
- Add meaningful comments to explain logic and usage.
- Use syntax highlighting or language tags (e.g.,
javascript) when your platform supports it. - Keep code blocks copyable—avoid line numbers or UI styling.
Keep code blocks copyable. Avoid inserting extra formatting (like line numbers or UI styling) that might interfere with reuse.
9. Use Clear and Consistent Terminology
Consistency improves AI understanding and response accuracy.
- Use uniform naming conventions for products and features.
- Stick to one term per concept, unless synonyms are needed.
- Ensure synonyms reflect real user language.
Example:
Instead of “Refer to the image below,” write:
“Click the Settings icon in the top-right corner, then select User Management from the dropdown menu.”
10. Describe Visual Content with Textual Instructions
Support AI comprehension and accessibility. Please avoid referencing the images directly; instead, write detailed instructions that describe actions, buttons, or sequences. Clearly provide step-by-step textual descriptions of visual action steps depicted in visual media using descriptive language. Use alt text and captions to support both users and AI tools.
- Provide step-by-step textual descriptions of visual actions.
- Use alt text and captions to describe images and diagrams.
11. Perform Regular Testing and Updates
Continuously refine your AI Agent’s training data to improve performance.
- Use BoldDesk’s testing tools to simulate queries and validate responses.
- Update training content monthly or after major changes.
- Fine-tune based on user feedback and interaction logs.
Rigorously test the AI’s responses and update its training data to minimise errors. Continuously update the AI’s knowledge base with new information and fine-tune models based on user interactions to improve accuracy over time.
Question Prompting Best Practices
1. Ask Complete Questions
Do: Frame queries as full questions.
Why: Helps AI understand intent and context.
Example:
“Website hosting pricing plans”
“What are the pricing plans for website hosting services?”
2. Avoid Overly General Queries
Do: Be specific.
Why: Specific questions yield targeted answers.
Example:
“Health insurance”
“What health insurance plans are available for full-time employees?”
3. Use Standard Terminology
Do: Use commonly accepted terms.
Why: Improves compatibility with AI’s training data.
Example:
“Specs of your top-of-the-line tech device”
“What are the specifications of the latest model of the tech device?”
Frequently Asked Questions (FAQ)
Q1: How often should I update AI training content?
A1: At least once a month or after any major product or policy update.
Q2: Can I test how the AI will respond to specific queries?
A2: Yes. Use BoldDesk’s built-in testing tools to simulate and validate responses.
Q3: What should I do if the AI gives incorrect or irrelevant answers?
A3: Review the training content for gaps or unclear language. Update and retrain the AI accordingly.
