What’s Old is New Again: Leveraging Your Existing Content for Generative AI

Atlantic Ballroom 3

Your organization has amassed a ton of product content over the years. You’ve served it to your clients in various ways: instructional text, system messages, voice and chatbot scripts, online help, support articles, and more. With the introduction of Generative Artificial Intelligence (GenAI), your existing content can take on a whole new life.

In this presentation, I will discuss how AIs can consume existing content repositories with minimal refactoring. This will be based on first-hand experience training an AI to respond to questions from actual users. I will show real-world examples of what worked, point out pitfalls we faced, and talk about some interesting things we found along our journey.