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How can I help AI answer when we have different end user roles?



Posted Feb 06, 2025

We have three different role types in our software, which are basically:

- basic end user

- manager level

- admin level

 

And each role type has a different experience in the software. We don't necessarily know which role a person is in, so AI doesn't always answer correctly. 

 

Even as a human agent, it's tough: sometimes you can tell based on context. Sometimes you can look it up in the system. If they have written in before, we may have stored it in their profile (we have a custom field for that). 

 

Any tips for helping? Currently, we have different sections per role, but I'm thinking that for some of the topics, maybe it makes sense to have one single article that addresses each role type, and AI can mention that. 

“If you are a [basic end user], then you will need to reach out to your [manager]. But if you are a [manager], then do this: ______”

 

Other ideas?


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