Preparing your articles for consumption by AI

[Leri Andrews]

Hello all,

I am keen to future-proof my articles for consumption by such technologies as Moveworks or ServiceNow's own AI search assist.  How can I optimise my content so these technologies can trawl for relevant 'snippets' to surface in a chatbot (for example) or even to use a generative AI product to re-write a suitable answer based on information it has located in my articles. 

Articles I have seen suggest some basic strategies I already follow such as:

1. don't use text as images

2. Avoid content in attached pdfs

3. Write well (active voice, short sentences, avoiding jargon etc)

4. Use heading styles to structure the content

Based on your own experiences in this area, is there anything else you would add?  Have you run into issues, for example, with content in tables? Do templated articles or knowledge blocks cause issues? Have you enountered difficulties working in Chinese or Korean?

Many thanks

[Ian Phillips]

Great question Leri, we're quite early on with our adoption of A.I too search assist tech too.  So i'm very interested in peoples responses here.

The four points you've given above make perfect sense as good places to start and at least have as style guidance for authors too.  I would add meaningful short descriptions in all articles will help too.

[PAWAN KHATAWANE]

That's a very good question, Leri. I am discussing a similar use case in my organisation as we have a conversational AI built solution into Azure OpenAI. Apart from the strategies you described, I would suggest you to have your articles written by using the agreed content guidelines e.g. structured, captured customer's voice/context, unique article, complete and tech validated descriptions, and tech environmental description etc. Images are fine, but the important information e.g. error message should be described in the text. On another note, I understand these GenAI technologies are very expensive and technically challenging to use directly with the targeted data and to design ChatGPT like experience, so I would be interested to know from you and others what approach will you use with the data. 

[RMiller19]

Hi Leri

I am just starting to delve into this, but I found an article that was posted a year ago.  Hopefully it will be somewhat helpful.

• https://www.servicenow.com/community/ai-intelligence-articles/content-creation-for-relevancy-in-ai-s...

Best wishes

Edited to add:  There was a Forbes article about AI and Knowledge Management.  It contains a lot of information:

How Generative AI Is Revolutionizing Knowledge Management 

[Js15]

Can @Heather Phipps provide any insight about this? Do your content creation relevancy tips for AI search apply to Now Assist generative AI? If not is there someone else we can tag or do you know of any ServiceNow Documentation that can answer these questions?

Thanks!!