I have a new episode of Support Stack live!
In Ep. 12, I’m joined by Gabriela Passeri (Knowledge Manager at AutoDS) to unpack how her team rebuilt 235 help articles into 50 AI-ready guides for Intercom’s Fin and hit extremely high early accuracy.
We get into:
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Writing for AI vs writing for humans
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Why vague language breaks Fin
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Merging fragmented articles into complete topic hubs
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Using Claude Projects to enforce consistency
If you’re turning on Fin or struggling with resolution rates, this one is foundational.