How to build a support knowledge base from real customer chats

A useful support knowledge base starts with real customer language. Export unresolved chats, repeated questions, handoff notes, and agent macros, then group them by intent.

Each knowledge entry should include the customer-facing answer, source policy or doc, escalation notes, and related pages. This makes the content useful to AI and humans.

Treat the knowledge base as an operating system. Review gaps weekly, assign content owners, and link new answers into product pages, docs, FAQs, and playbooks.