Knowledge base updates based on common queries

Purpose

1.1. Automate real-time and periodic updates to internal and public knowledge bases by tracking, categorizing, and integrating common customer queries in antenna service, rigging, and aerial system installation.
1.2. Minimize repetitive support efforts, ensure information consistency, and improve response accuracy for customer and technician communication channels.
1.3. Enable seamless feedback loop for knowledge evolution based on real-world support patterns and frequently asked operational, technical, or installation questions in the context of professional antenna services.

Trigger Conditions

2.1. New incoming customer queries related to antenna service via communication channels.
2.2. Detection of repeated or clustered queries above a configurable frequency threshold.
2.3. Scheduled batch reviews of unresolved support tickets related to rigging and installation.
2.4. Direct technician input or flagging of field issues during job completion workflows.
2.5. Sentiment or keyword anomaly detected in communication & customer support logs.

Platform variants

3.1. Twilio Programmable SMS
• Feature/Setting: Webhook for new inbound SMS; extract query, forward to update module.
3.2. Zendesk Support
• Feature/Setting: Trigger on ticket creation; use API `tickets.list`, auto-tag FAQ triggers.
3.3. Intercom
• Feature/Setting: Webhook on new conversations; use `conversations.list`, text analysis for query clustering.
3.4. Freshdesk
• Feature/Setting: Automation rule on ticket update; webhook push to knowledge base API.
3.5. Salesforce Service Cloud
• Feature/Setting: Flow/Process Builder; auto-detect recurring subjects, trigger Apex update KB API.
3.6. HubSpot Service Hub
• Feature/Setting: Workflow for new tickets; call endpoint `knowledge_articles.update`.
3.7. ServiceNow
• Feature/Setting: Business rule on Incident record changed; script REST call to KB record.
3.8. Microsoft Teams
• Feature/Setting: Bot or message action on specific channel; process message and update KB via Teams Graph API.
3.9. Slack
• Feature/Setting: Slash command integration; user prompts with `/faq`, sends common queries to KB process.
3.10. Google Chat
• Feature/Setting: App script trigger on new chat message; push frequent queries to KB via Apps Script.
3.11. Jira Service Management
• Feature/Setting: Automation on ticket tagging; API call `knowledge_base/articles/create`.
3.12. SharePoint
• Feature/Setting: Power Automate flow; when new file or FAQ document added, parse and update KB list.
3.13. Confluence
• Feature/Setting: Webhook or API `content.create`; new FAQ page auto-created on common query detection.
3.14. Notion
• Feature/Setting: API `pages.create` for KB entries, auto-populate from support email triggers.
3.15. Zoho Desk
• Feature/Setting: Custom function on ticket closure; API call `KnowledgeBase.addArticle`.
3.16. Monday.com
• Feature/Setting: Integration on item creation; push to KB board or doc using API.
3.17. Airtable
• Feature/Setting: Automation on new row; script block to update FAQ table from support logs.
3.18. Help Scout
• Feature/Setting: Trigger automation on new conversation; API call to `Docs.articles.create`.
3.19. Mailgun
• Feature/Setting: Route handler on support mailbox; forward relevant emails to KB logic module.
3.20. WordPress (w/ KB Plugin)
• Feature/Setting: REST API endpoint `wp-json/wp/v2/posts` for posting new FAQ entries from processed queries.
3.21. Drift
• Feature/Setting: Playbook response tracking; frequent unresolved questions sent to KB via webhook.
3.22. Tidio
• Feature/Setting: Automation plugin filters on chat logs; trigger update article routine via API.

Benefits

4.1. Reduced manual intervention and faster turnaround for information updates.
4.2. Increased accuracy and relevancy of support content, aligned with real customer needs.
4.3. Streamlined technician and customer self-service in rigging & aerial installations.
4.4. Enhanced scalability across diverse platforms with minimal duplication of effort.
4.5. Continuous improvement cycle based on actual communication trends and field issues.