Understanding AI Grounding
Grounding connects your AI model to reliable information sources. Since AI systems rely on machine learning and large language models to produce content, their effectiveness hinges on the quality of the data used for training. Fortunately, your knowledge base can serve as a trusted source. Grounding, or retrieval-augmented generation (RAG), ensures that AI-generated content is accurate and tailored to your organization’s needs.
In customer service, precision is paramount. Providing incorrect information can deter customers and frustrate support agents. By grounding AI in validated resources like your knowledge base, it can generate accurate responses to inquiries, recommend replies for agents, and produce informative summaries.
Preparing Your Knowledge Base
Your Salesforce knowledge base is vital for your organization’s verified information. If you have knowledge stored in other platforms—such as Google Docs or Microsoft SharePoint—you can integrate and synchronize it using Unified Knowledge.
Unified Knowledge consolidates third-party information in Salesforce, allowing agents and customers to access everything they need from a single platform. This integration enhances the effectiveness of AI-generated responses, such as Service Replies, Search Answers, and assistance tools like Einstein Copilot.
To ensure that AI-generated content is accurate and relevant, adhere to the following writing and process guidelines:
Knowledge Base Writing Guidelines
- Provide Detailed Explanations: Generative AI thrives on comprehensive information. Include technical details to ensure the AI can synthesize and deliver relevant insights.
- Use Real-World Examples: Incorporate practical scenarios with specific examples to help the AI understand user relevance.
- Structure Your Content: AI prefers organized content. Use clear, logical sentences, and break information into digestible paragraphs or lists. Employ heading tags (H1 to H6) for hierarchy, and separate internal and customer-facing details.
- Annotate Visuals: Ensure that any visual content includes captions and alt-text for AI comprehension.
- Address Common Queries: Write FAQs or direct answers to frequent questions to enhance AI response quality.
- Focus Your Content: Write articles centered on single topics to manage security and relevance, allowing AI to generate precise outputs.
Knowledge Base Process Guidelines
- Adopt KCS Principles: Follow Knowledge-Centered Service best practices to create accurate, consistent articles that improve grounding.
- Regularly Audit Your Knowledge Base: Periodic reviews and updates are essential to maintain the reliability of AI-generated content. Utilize Salesforce Flows to manage content review schedules.
- Consider the Human Element: Ensure that your content is both AI-friendly and comprehensible to humans. Enhance trustworthiness by including citations and links to your information sources.
Next Steps
With your newfound understanding of AI grounding and the writing and management guidelines, you can ensure that AI-generated content from Einstein for Service is both precise and tailored to your organization. Start by auditing your knowledge base and integrating trusted content from other sources using Unified Knowledge!
