Building FAQs and knowledge bases
Day 21 of 30 · 30 Days of AI
Turn scattered questions into a structured, reusable FAQ
Learning goal
- Collect top questions and draft concise answers.
- Organize FAQs by category and audience.
- Add guardrails to avoid wrong claims.
Why it matters
- Good FAQs speed support and improve consistent answers.
- Structure helps AI retrieve accurate snippets.
Explanation
- Gather 10–15 real questions from email/chat/support.
- Prompt: “Answer in 2–3 sentences, cite policy if relevant; if unknown, state unknown.”
- Group by topic; add tags (billing, product, policy).
Examples
- Good: Short answer + link to policy, tags added.
- Poor: Long, speculative text with no source.
- List 10 frequent questions.
- Generate answers with the policy guardrail.
- Tag by category and add source links.
- 10 FAQs written.
- Sources/links included where needed.
- Categories/tags applied.
- Unknown path defined.
- Knowledge base structuring tips: prompt guide
Guided exercise (10–15 min)
Independent exercise (5–10 min)
Create a “don’t know? escalate” line for unknown questions.