The customer service department is able to handle a finite number of requests per day. In case of vacations, days off or random events, the number of requests handled decreases. Scaling in such a model is only possible by adding more FTEs. The knowledge base solves this problem and significantly reduces fixed costs.

The customer service department doesn’t have to create a response “from scratch” each time. Articles from the knowledge base can be provided to customers in the form of links or as copied content.

The knowledge base can be used as a batch (prompt) for the chatbot. This allows the chatbot to quickly provide information that a manual search would cost a lot of time and energy.

The first answer to a customer’s question can be provided immediately in an automated manner (e.g., by a chatbotabot that, analyzing the customer’s question, will match the answer based on the knowledge base).

The customer service department handles requests on a queue basis. On the other hand, the knowledge base can be used simultaneously by an unlimited number of customers without waiting for a response.

External knowledge bases reduce the number of requests sent to the customer service department.

Before a customer gets direct access to a person from the customer service department, he (or she) goes through a form in which he (or she) specifies his (or her) problem, and the form directs him (or her) to a list of matching solutions. Only when the customer doesn’t receive satisfactory information is he (or she) directed to the customer service department.

Customers can solve problems on their own, without having to communicate (phone, email) with customer service.

Customer service departments are open on specific days and times. Meanwhile, the knowledge base is available 365 days a year and 24 hours a day.

The knowledge base allows users to comprehensively understand the product, service or processes (it also determines whether they become a customer). The best UX and UI for complex and sophisticated systems is no substitute for documentation.