As product leaders and engineers, we've noticed the same questions come back to us time and again over Slack. We started paying attention to this, and we don't think this happens because people are lazy. We believe this happens for four reasons:

  1. Writing good, clear documentation is not an easy task. And getting just the right information out of a document in a timely enough manner to address a customer concern or fix a bug can be difficult even if that document is written by your best writer.

  2. Keeping documentation up-to-date is a Sisyphean task. Technology moves so fast that the minute a knowledge article is written, it's out of date.

  3. Having additional context to the question and the thread of a conversation can be just as important if not more important than the raw information itself.

  4. Knowledge bases typically try to surface relevant information for a question based on the content of the document and not the question, when in reality the content can (and oftentimes is) formatted or worded very differently than the question.

We believe this is why people go to Slack to ask their questions. Slack is the internal collaboration platform of the future, and your team members know that they can go there and reliably get an accurate response very quickly. Coupled with the progress that conversational AI has made over the last decade, it seemed obvious to us that the right thing to do was let your teammates ask questions and move as fast as they can by leveraging Slack, but help save time if a question has already been asked. In turn, this helps you find out which questions your team is asking the most frequently and you can focus your energy on writing relevant documentation.


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