Today, we often need to create and maintain duplicate content because guidance differs depending on the audience consuming it. For example, we may create:
- One article intended for Fin responses
- A separate article intended for Copilot that includes guidance/talking points intended only for our agents
While much of the content is identical, audience-specific instructions require us to create and maintain separate articles. This increases content duplication, creates additional governance overhead, and introduces the risk of inconsistencies when updates are made to one article but not the other.
Proposed Solution
Allow content creators to define audience-specific sections within a single content item. For example:
- Visible to Fin only
- Visible to Copilot only (For agents)
- Visible to all audiences
This could be accomplished potentially through audience targeting, conditional content blocks, section visibility settings.
Benefits
- Reduces duplicate content creation and maintenance.
- Improves content governance by establishing a single source of truth.
- Decreases the risk of conflicting or outdated information across multiple articles.
- Simplifies content updates by allowing authors to maintain one article instead of several versions.
- Improves reporting and content lifecycle management by consolidating related guidance into a single asset.
- Creates a better authoring experience for teams managing content across multiple support channels and AI assistants.
Example Use Case
A reservation transfer article may contain:
- General policy information applicable to all audiences.
- Guidance that should only be surfaced through Fin.
- Additional context and troubleshooting steps intended only for agents taking cases.
Rather than maintaining multiple copies of the same article, a single article could contain all guidance with visibility controlled by audience type.
Business Impact
This enhancement would help reduce content sprawl, improve governance and compliance, streamline content maintenance, and ensure consistent customer and agent experiences across Fin, Copilot, and other support channels. It would also support scalability as new AI-powered experiences and content consumers are introduced.