Preparing content for the future of self-service

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With the advent of artificial Intelligence and machine learning, we have an opportunity to provide a different experience for self-service. However, most content still adheres to a reference manual information architecture. What are the opportunities that exist to modernize self-service, and what can we do to our content to get it ready for our newest audience: machines?

• Topics covered
  
  
  • What’s old is new! Structured authoring, DITA, rich metadata
  • Search first navigation, wayfinding, next best article
  • Embrace code and data
  • Iterate to perfection: collect and utilize feedback

• Learning outcomes
  • Understand self-service knowledge base
  • Modern approaches to building a knowledge base
  • Tips to modernize your self-service knowledge base
  • Success metrics to measure business impact
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