AI Support Answers Customers Can Trust
Self-service only works if the answers are right. Adobe grounds its AI support agents in governed knowledge, so customers get accurate, trustworthy answers and resolve more on their own.
Challenge
Customers increasingly expect to solve problems themselves, but a self-service answer is only as good as the content behind it. Without a shared, governed vocabulary, AI assistants drew on inconsistent terms and gave answers customers couldn't rely on.
Solution
Adobe built a governed context layer of ontologies and controlled vocabularies that grounds its AI support agents. The agents reason over consistent, trusted knowledge, so self-service answers are accurate and dependable.
Technical approach
- One connected model of ontologies and controlled vocabularies grounding AI answers
- AI-drafted, expert-approved, and served to every AI agent, kept governed and current
Results
- Self-service resolution up 15-30%, easing load on support teams
- Higher customer trust, as AI answers stay accurate and consistent
- New AI experiences ship faster, on a governed knowledge foundation