Identify your audience, intent, and cornerstone content for GenSearch
Determine your audience
Knowledge content is truly powerful when the intended audience can leverage it for its desired purpose. The purpose or intent of knowledge is determined by the user and the goal or objective that user is trying to accomplish, so you must know your audience.
For testing purposes, select an audience in which SMEs will be able to validate if the generative responses are sufficient.
For example:
- Customers
- Agents
- Internal team - Customer Success
Confirm intent
It is important to note that not all information is suitable for the GenSearch experience. When first using GenSearch, focus on self-serve knowledge content that your users engage with to answer most of their questions.
Identify cornerstone content
Based on your defined audience and intent, identify the most valuable and GenSearch appropriate content. This is the content you want ExpertAI to reference when generating responses.
Start with the following:
- Troubleshooting steps
- Support articles
- FAQs
- Call scripts / interaction guides
Consider removing or skipping content that is difficult for GenAI to make sense of:
- Procedures with 20+ steps
- Content that requires a visual aid
- Information nested within a table
- Content with intense version control or historical context required
You will likely need to audit your content to improve its structure. We recommend testing your content to establish a baseline before identifying what areas need improvement.
To remove content from GenSearch responses, add the llm-no-index tag to the page, or use the Page Classification Manager to apply the tag within a hierarchy.