Support Stack Ep. 12: Rebuilding Help Articles into AI-Ready Guides for Improved Accuracy with Gabriela Passeri
New episode of Support Stack is 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 talk:
Writing for AI vs writing for humans
Why vague language breaks Fin
Merging fragmented articles into complete topic hubs
Using Claude Projects to enforce consistency
If you’re turning on Fin or struggling with resolution rates, this one is foundational. Watch on YouTube