What is AI knowledge search and how does it work

Searching is becoming outdated and AI knowledge search is the new way of finding information and personalizing it. We believe teams should be able to work without the friction of going through hierarchies or searching through information.
Priyanshu Anand
Marketing Associate
June 25, 2024

What is AI knowledge search and how does it work

Searching is becoming outdated and AI knowledge search is the new way of finding information and personalizing it. We believe teams should be able to work without the friction of going through hierarchies or searching through information.
Priyanshu Anand
June 25, 2024

What is AI knowledge search and how does it work

Searching is becoming outdated and AI knowledge search is the new way of finding information and personalizing it. We believe teams should be able to work without the friction of going through hierarchies or searching through information.
Priyanshu Anand
June 25, 2024

Heading

Knowledge is the foundation for learning. Speaking strictly in terms of knowledge that exists within an organization, knowledge is everything that pertains to the collective functioning of a company and its intellectual properties that employees need to keep everything functioning. Knowledge is everything, but it can also be overpowering. Teams spend hours searching for knowledge and this becomes exponentially more difficult as the collective knowledge of a company increases.

This collection of knowledge is called a knowledge base. A knowledge base is a self-service repository of information about products, services, or topics, designed to help customers or employees find answers independently. Types include internal knowledge bases for employees and external ones for customers. Key benefits include increased productivity, reduced support costs, improved customer satisfaction, and enhanced knowledge sharing. Effective knowledge bases feature FAQs, how-to guides, community sections, news updates, and reference documentation. They are crucial for scaling support, reducing churn, and improving overall efficiency.

But before we move into how knowledge search works, let's look at the types of knowledge that can exist in a company.

Types of knowledge

Knowledge can be in different forms, and it’s important to be able to differentiate and understand how different types of knowledge can be accessed, understood, and leveraged -

  • Explicit knowledge: This includes any knowledge that is easily articulated, codified, stored, and accessed. Examples include manuals, documents, procedures, and guidelines.
  • Implicit knowledge: Refers to the practical application of explicit knowledge. It’s not as easily documented because it involves contextual understanding and skills gained through experience.
  • Tacit knowledge: Personal, context-specific, and hard to formalize or communicate. It includes insights, intuitions, and hunches that people develop over time.
  • Declarative knowledge: Knowledge of facts and things, such as knowing that Paris is the capital of France or understanding the structure of a cell.
  • Procedural knowledge: Knowledge of processes and how to do things. This includes step-by-step instructions and methods, like knowing how to drive a car or perform CPR.
  • A Priori knowledge: Knowledge that is independent of experience, derived through logical reasoning and intellectual deduction, such as mathematical truths and certain philosophical arguments.
  • A Posteriori knowledge: Knowledge gained through empirical evidence and experience. It's observational and often involves sensory experience.

How companies use knowledge

Knowledge is everywhere in a company - in the manuals we create, project documentation, emails, conversations, campaigns, and even meetings. All this knowledge is leveraged mostly in two ways -

  • Structured data - This is data or information that is be organized, formatted, and easy to comprehend. This includes company internal project docs, help centers, troubleshooting, onboarding, campaign metrics - all data that can be easily found and comprehended.
  • Unstructured data - This is the data that contains company information but is not organized into hierarchies or structures. This includes customer emails, customer chats, meeting transcripts, social media exchanges - all this data contains valuable information but can’t be accessed easily or made use of.

Companies have to rely on this knowledge to make sense of things we’ve done and what we’ll do next. Knowledge is the foundation on which an organization can be built. But all information is not always accessible. In fact, most enterprise information is scattered, undiscoverable, and unstructured. Financial records, internal project docs, help centers, assets, contracts, etc., contain information that we selectively give structure to. But this is only surface level, like a glacier, most insights lie below that surface and are deeply rooted in the data that damn near seems like gibberish unless given meaning and that has never really been explored because it’s too much effort for too little output.

The role of AI - the era of AI knowledge search

Recently, Generative AI has changed the way we interact with data and is revolutionizing work by making sense of all this information that remained untouched. Understand what this means for work - a digital bridge between your team and all this information that’s been locked away, instantly available without friction or dependencies. This giant leap for businesses becomes realized when we consider just how many ‘metaphorical’ walls cease to exist simply by making information accessible.

AI knowledge search works as a way to remove manual searching from the equation because searching is becoming outdated. Employees and teams collectively spend hours searching through knowledge bases and then understanding and curating personalized answers from them. This is counterproductive, to say the least, and is becoming apparent with AI uncovering the fact that this is not necessary for work.

If anything, hierarchies, touchpoints, compliance concerns, and a vast array of knowledge bases create friction leading to delays and limitations. AI knowledge search enables teams to cut down these friction points and find answers themselves, wherever they need them.

How does AI knowledge search work

AI knowledge search works on the idea of Gen AI - the AI tool generates the answers based on the information it’s been trained on. A good AI knowledge search tool is capable of making sense of all this information that might not make sense to us, and finally gives a comprehensive response based on all knowledge, removing any need for searching for information ourselves.

Threado AI knowledge search

Threado AI works on the idea that finding information should be easy, convenient, and frictionless. Information is scattered and usually undiscoverable, but you can train Threado AI on your entire knowledge base and setup the AI assistant where it’s convenient for you - hence it’s easy to get information where you need it, without having to move across tabs or losing context.

Easy to setup

Threado AI is an off-the-shelf, customization solution. No dev work or APIs are required, just connect your apps in minutes and start using it.

AI Assistant

Threado’s AI Assistant offers precise, customizable responses across Slack, Chrome, Microsoft Teams, and as a Chrome app.

Seamless Integrations

Threado AI integrates with some of your favorite ticketing, CRM, and knowledge management tools like Zendesk, Freshdesk, HubSpot, Intercom, Notion, Confluence, Slack, and Google Drive.

Analytics & Monitoring

Threado’s Analytics feature provides scalable, intelligent visualizations of AI performance, identifies knowledge base gaps, and offers detailed usage reports for optimizing support efficiency.

Security

Threado AI is Soc 2 Type II certified which means that it’s been designed to keep all your private data secure, no matter what happens.

How can customer-facing teams benefit from Threado AI knowledge search

Customer-facing teams have more than just internal needs when it comes to finding information. They have to factor in the time taken to respond to customer concerns or interact with prospects which can make or break relations with the company. These good experiences accumulate over time and lead to changes that can improve retention and conversion.

Enable faster customer support

Support teams can leverage AI knowledge search to get instant answers to queries and resolve them faster. With Threado AI’s Chrome app, they can resolve queries within ticketing tools like Zendesk or Freshdesk, without having to switch between tabs or lose context. They can get summarized tickets, give personalized responses, or use custom commands to respond to customers much faster.

Helps improve conversions for sales teams

Sales conversations are crucial for closing more deals and bringing more business. But not having prospect information on call or the right battle cards to win over potential trust can be detrimental to decision-making. With AI knowledge search, sales teams can get instant access to prospect information and personalize their interactions for better chances of conversions.

Better customer conversations for customer success teams

Customer Success teams can get instant insights into POCs and account information necessary for having better, more informed conversations with customers. They can also personalize responses for customers quickly based on customer information and brand voice and tone.

Knowledge search in the era of AI

AI has reimagined how we interact and communicate not just with customers but with each other. Searching is becoming outdated and AI knowledge search is the new way of finding information and personalizing it. We believe teams should be able to work without the friction of going through hierarchies or searching through information that takes hours to make sense of, interpret, and make usable. With Threado AI knowledge search, teams can simply ask the question where it’s convenient for them - Slack or on the Chrome app - and get answers instantly.

Knowledge is the foundation for learning. Speaking strictly in terms of knowledge that exists within an organization, knowledge is everything that pertains to the collective functioning of a company and its intellectual properties that employees need to keep everything functioning. Knowledge is everything, but it can also be overpowering. Teams spend hours searching for knowledge and this becomes exponentially more difficult as the collective knowledge of a company increases.

This collection of knowledge is called a knowledge base. A knowledge base is a self-service repository of information about products, services, or topics, designed to help customers or employees find answers independently. Types include internal knowledge bases for employees and external ones for customers. Key benefits include increased productivity, reduced support costs, improved customer satisfaction, and enhanced knowledge sharing. Effective knowledge bases feature FAQs, how-to guides, community sections, news updates, and reference documentation. They are crucial for scaling support, reducing churn, and improving overall efficiency.

But before we move into how knowledge search works, let's look at the types of knowledge that can exist in a company.

Types of knowledge

Knowledge can be in different forms, and it’s important to be able to differentiate and understand how different types of knowledge can be accessed, understood, and leveraged -

  • Explicit knowledge: This includes any knowledge that is easily articulated, codified, stored, and accessed. Examples include manuals, documents, procedures, and guidelines.
  • Implicit knowledge: Refers to the practical application of explicit knowledge. It’s not as easily documented because it involves contextual understanding and skills gained through experience.
  • Tacit knowledge: Personal, context-specific, and hard to formalize or communicate. It includes insights, intuitions, and hunches that people develop over time.
  • Declarative knowledge: Knowledge of facts and things, such as knowing that Paris is the capital of France or understanding the structure of a cell.
  • Procedural knowledge: Knowledge of processes and how to do things. This includes step-by-step instructions and methods, like knowing how to drive a car or perform CPR.
  • A Priori knowledge: Knowledge that is independent of experience, derived through logical reasoning and intellectual deduction, such as mathematical truths and certain philosophical arguments.
  • A Posteriori knowledge: Knowledge gained through empirical evidence and experience. It's observational and often involves sensory experience.

How companies use knowledge

Knowledge is everywhere in a company - in the manuals we create, project documentation, emails, conversations, campaigns, and even meetings. All this knowledge is leveraged mostly in two ways -

  • Structured data - This is data or information that is be organized, formatted, and easy to comprehend. This includes company internal project docs, help centers, troubleshooting, onboarding, campaign metrics - all data that can be easily found and comprehended.
  • Unstructured data - This is the data that contains company information but is not organized into hierarchies or structures. This includes customer emails, customer chats, meeting transcripts, social media exchanges - all this data contains valuable information but can’t be accessed easily or made use of.

Companies have to rely on this knowledge to make sense of things we’ve done and what we’ll do next. Knowledge is the foundation on which an organization can be built. But all information is not always accessible. In fact, most enterprise information is scattered, undiscoverable, and unstructured. Financial records, internal project docs, help centers, assets, contracts, etc., contain information that we selectively give structure to. But this is only surface level, like a glacier, most insights lie below that surface and are deeply rooted in the data that damn near seems like gibberish unless given meaning and that has never really been explored because it’s too much effort for too little output.

The role of AI - the era of AI knowledge search

Recently, Generative AI has changed the way we interact with data and is revolutionizing work by making sense of all this information that remained untouched. Understand what this means for work - a digital bridge between your team and all this information that’s been locked away, instantly available without friction or dependencies. This giant leap for businesses becomes realized when we consider just how many ‘metaphorical’ walls cease to exist simply by making information accessible.

AI knowledge search works as a way to remove manual searching from the equation because searching is becoming outdated. Employees and teams collectively spend hours searching through knowledge bases and then understanding and curating personalized answers from them. This is counterproductive, to say the least, and is becoming apparent with AI uncovering the fact that this is not necessary for work.

If anything, hierarchies, touchpoints, compliance concerns, and a vast array of knowledge bases create friction leading to delays and limitations. AI knowledge search enables teams to cut down these friction points and find answers themselves, wherever they need them.

How does AI knowledge search work

AI knowledge search works on the idea of Gen AI - the AI tool generates the answers based on the information it’s been trained on. A good AI knowledge search tool is capable of making sense of all this information that might not make sense to us, and finally gives a comprehensive response based on all knowledge, removing any need for searching for information ourselves.

Threado AI knowledge search

Threado AI works on the idea that finding information should be easy, convenient, and frictionless. Information is scattered and usually undiscoverable, but you can train Threado AI on your entire knowledge base and setup the AI assistant where it’s convenient for you - hence it’s easy to get information where you need it, without having to move across tabs or losing context.

Easy to setup

Threado AI is an off-the-shelf, customization solution. No dev work or APIs are required, just connect your apps in minutes and start using it.

AI Assistant

Threado’s AI Assistant offers precise, customizable responses across Slack, Chrome, Microsoft Teams, and as a Chrome app.

Seamless Integrations

Threado AI integrates with some of your favorite ticketing, CRM, and knowledge management tools like Zendesk, Freshdesk, HubSpot, Intercom, Notion, Confluence, Slack, and Google Drive.

Analytics & Monitoring

Threado’s Analytics feature provides scalable, intelligent visualizations of AI performance, identifies knowledge base gaps, and offers detailed usage reports for optimizing support efficiency.

Security

Threado AI is Soc 2 Type II certified which means that it’s been designed to keep all your private data secure, no matter what happens.

How can customer-facing teams benefit from Threado AI knowledge search

Customer-facing teams have more than just internal needs when it comes to finding information. They have to factor in the time taken to respond to customer concerns or interact with prospects which can make or break relations with the company. These good experiences accumulate over time and lead to changes that can improve retention and conversion.

Enable faster customer support

Support teams can leverage AI knowledge search to get instant answers to queries and resolve them faster. With Threado AI’s Chrome app, they can resolve queries within ticketing tools like Zendesk or Freshdesk, without having to switch between tabs or lose context. They can get summarized tickets, give personalized responses, or use custom commands to respond to customers much faster.

Helps improve conversions for sales teams

Sales conversations are crucial for closing more deals and bringing more business. But not having prospect information on call or the right battle cards to win over potential trust can be detrimental to decision-making. With AI knowledge search, sales teams can get instant access to prospect information and personalize their interactions for better chances of conversions.

Better customer conversations for customer success teams

Customer Success teams can get instant insights into POCs and account information necessary for having better, more informed conversations with customers. They can also personalize responses for customers quickly based on customer information and brand voice and tone.

Knowledge search in the era of AI

AI has reimagined how we interact and communicate not just with customers but with each other. Searching is becoming outdated and AI knowledge search is the new way of finding information and personalizing it. We believe teams should be able to work without the friction of going through hierarchies or searching through information that takes hours to make sense of, interpret, and make usable. With Threado AI knowledge search, teams can simply ask the question where it’s convenient for them - Slack or on the Chrome app - and get answers instantly.

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