How Structured Content Makes Chatbots Helpful

Remember when context-sensitive help was the revolutionary way to deliver the right content to the right people at the right time in the right way? Just a few years ago, many technical communication teams did nothing but create context-sensitive documentation for software products. They aimed to provide contextually relevant, helpful content based on what the customer was doing in the software at any given moment. These forward-thinking teams deconstructed large technical documents into discrete chunks, which they then hooked into the product interface. Customers no longer had to paw through a fat user manual or poke around in an online...

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