Today’s Discord servers have static FAQ channels and pinned messages containing key information for community members.

And while these are useful, these static messages often become outdated or underused either through lack of awareness or because they fail to go beyond surface-level detail.

Enter AI.

With the right tool, such as Mava, a static, outdated FAQ page can become a live knowledge base that updates itself and provides a new level of customer service.

Here, we’ll show you what it means and how to implement it with the help of our powerful platform for companies driven by communities.

Why static FAQs fall short

Static FAQs fail to provide a long-term solution because they are just that, static. As companies grow and morph, so do their products, policies, and rules.

All of this requires new information to be created and distributed, which leaves the once-relevant FAQs now totally out of date.

As well as being only briefly relevant, these static pieces of information require users to scroll or search, as opposed to having somewhere they can get the answer immediately.

Static FAQs that need to be searched for result in repetitive questions that have inconsistent answers, leading to frustrated moderators and users.

What is a dynamic AI knowledge base?

Replacing these online bulletin boards is something far more dynamic and useful - AI knowledge bases.

These FAQs evolve automatically using AI to learn from past interactions to offer users answers to complex queries as well as more routine ones. Knowledge bases powered by AI and existing company documentation help customer support move beyond pre-written answers that fail to interpret different contexts or intents. They adapt to new language and phrasing to maintain a high level of service without the need for additional human input.

AI knowledge bases can also be accessed through Discord itself. All users have to do is ask, and the bot will answer without them needing to go to a third-party programme, adding an unnecessary step in their journey for an answer.

Finally, the creation of these sorts of knowledge hubs has the secondary effect of creating a single source of truth where all important information is centralised and not open to misinterpretation.

Key benefits of a knowledge base powered by AI

Always up to date

Updated company information will automatically be reflected in the knowledge hub. Chat history is also stored, so returning users don’t need to repeat their issue to the bot. Syncing with live data like this ensures no important changes slip through the cracks.

Scales effortlessly

As communities grow, the risk of customer support standards slipping increases as more people ask for help. This risk is negated with an AI knowledge base, which can deal with dozens of requests in ways a team of human agents wouldn’t be able to do.

Improves accuracy

There is no longer the risk that old FAQ content conflicts with the latest information. Users will always get the most accurate information as the knowledge base syncs with the most current company documents and product information.

Saves moderator time

Human agents are now freed up to deal with more complex requests as well as other more worthwhile tasks, safe in the knowledge that the AI hub is dealing with the repetitive questions.

Better UX

Fundamentally, dynamic hubs provide quicker answers. Users do not need to search for their answer. They simply speak to the AI bot and receive an accurate response in seconds.

How to transform your static FAQs into a live knowledge base

Thankfully, transforming static FAQ forums into something that meets modern customer expectations can be an easy practice, especially when using a tool designed to support communities such as Mava.

1. It begins by getting all your data from different sources into one place. Pinned posts, docs, and chat logs should all be collated, ready to be fed into the knowledge base.
2. Once collated, create structured answers to the frequently asked questions. Ensure they are concise, clear, and packed with user-first language that the AI can use in its responses.
3. Feed all the questions and answers into the AI knowledge base along with any other important company information, such as policies, blog content, and product information. The more content, the better, as it’ll give the AI more context to pull from when users ask it a question in Discord.
4. Once live, monitor the chat history between users and the AI. Learn how it responds and make tweaks to the information it presents accordingly.
5. Keep your knowledge sources up to date by re-syncing them whenever documents or policies change. With scheduled updates, you can choose the best time to refresh content, ensuring queries are always answered with the latest information.

Why Mava is the ideal tool to turn your Discord FAQ into a thriving hub

Mava is the ideal solution for ensuring your Discord server is a hub rich in information that can be easily accessed by users.

It's designed to be used directly in Discord, meaning users don't need to go to a third-party application to seek information.

Mava also learns from existing and recent chat history, both of which help to identify opportunities to create new FAQs. It also syncs with existing knowledge sources to ensure current questions are answered accurately.

Setting up Mava within Discord couldn’t be simpler, either. There is no need to invest in developers to build it. It can be created by teams with little to no technical knowledge. And as your community grows, so too does Mava, meaning that every user receives the customer service they deserve, whether you have 10 or 10,000 members.

Conclusion

With Mava integration, your Discord server can soon become a living knowledge base that helps customers with routine requests, freeing your team up to focus on other areas of your customer service experience.