Problem: Help bots (natural-language based) and conventional Help Centers (document-based) have over-lapping functionality yet typically require two different systems to write and maintain.
That is, bot apps are separate from help center apps. Information is inevitably duplicated and requires significant upkeep. When updates happen to the product, updated information must fan out across unlinked bot/documentation systems (and response systems, agent-macros).
- Linking bot content to help center content–change one information source, and it fans out to bot, docs and response macros.
- Bot which automatically pulls from (annotated?) help center content; effectively plugs into existing support corpus. (Link questions to specific
yblock of text on page
- Help center that acts like a bot–simple automated chat and/or natural-language search