If your generative AI bot isn’t deflecting tickets, it’s probably not the tech—it’s the content. Generative AI only works when your knowledge base is clear, structured, and built for it. I make sure your content does the heavy lifting so your bot can deliver.

“Garbage in, garbage out.”

Services

  • I can prepare your knowledge base for a generative AI bot or to increase self-service.

    • Analyze: Review ticket issue data and knowledge base traffic to determine content gaps and needs.

    • Write, Edit, Organize: Ensure articles are comprehensive, mutually exclusive, up-to-date and have proper signposting for optimal generative AI ingestion.

    • Review: Fine-tune articles based on real-world usage patterns after bot launch and problem-solve bot issues flagged by human agents or users.

    • Train: Provide training for maintaining the optimized knowledge base.

  • Got a bot that is generating wrong answers or frustrating end users? Here’s how I can help:

    • Analyze: Review chats, escalation data, and knowledge base traffic to determine root cause of underperformance.

    • Revamp: Ensure help articles are comprehensive, mutually exclusive, up-to-date, and formatted for optimal bot ingestion.

    • Refine: Develop or refine backend bot actions and processes.

    • Test: Proactively test user intents, review conversations reactively, and iterate based on test results.

  • Is your scripted chatbot underperforming? Here’s how I can improve it:

    • Analyze: I’ll review chat logs, escalations, and user feedback to uncover problem areas.

    • Revamp Dialog Flows: I'll edit or create conversation flows using your brand tone and style.

    • Refine Backend Processes: This includes personalization, escalation pathways, and bot training.

    • Test & Iterate: I’ll test intents, review conversations, and make data-driven improvements.

  • Need help knowing where to start with improving your knowledge base or AI tools, but would rather do the work in-house? I can help point you in the right direction.

    • Analysis: Review ticket data, bot performance, knowledge base, and agent or user feedback to find high-impact optimization opportunities.

    • Tailored Recommendations: Deliver strategic guidance on high-impact knowledge base improvements, chatbot backend processes, and agent-surfaced problem areas.

    • Post-Launch Refinement: Assess bot performance and user feedback to guide additional content changes.

    • Training & Enablement: Equip your team with best practices for writing, structuring, and maintaining high-performing content.

Contact me

What people are saying

Sophie Heller Head of Member Support at Trust & Will

I engaged Caitlin to help us get Ada's generative chatbot up and running fast. We had just gone through hypergrowth, scaling 3x with a tiny team and a scripted chatbot that was causing a lot of poor customer sentiment. We needed a well-performing chatbot yesterday, but, oh, our help center was minimal and hadn't been updated for 3 years. Enter Caitlin: she immediately understood where our gaps were and how to most quickly build us a high-performing chatbot that would delight our customers. Within a couple weeks working with Caitlin, we were ready to unveil a strong MVP genbot and Caitlin only continued to improve its quality over the remainder of her engagement. Trust & Will's Will-E chatbot now resolves more than 70% of incoming chat conversations, preventing over 2k tickets per week. Without Caitlin's high-quality work, our team would not be in the place it is today.