{"id":11418,"date":"2023-12-12T01:41:25","date_gmt":"2023-12-12T09:41:25","guid":{"rendered":"https:\/\/www.microsoft.com\/insidetrack\/blog\/?p=11418"},"modified":"2023-12-12T12:27:35","modified_gmt":"2023-12-12T20:27:35","slug":"unlock-our-six-tips-for-managing-your-support-content-with-ai-and-chatgpt","status":"publish","type":"post","link":"https:\/\/www.microsoft.com\/insidetrack\/blog\/unlock-our-six-tips-for-managing-your-support-content-with-ai-and-chatgpt\/","title":{"rendered":"Unlock our six tips for managing your support content with AI and ChatGPT"},"content":{"rendered":"

\"MicrosoftLike many large Enterprise organizations, Microsoft\u2019s support team develops thousands of troubleshooting guides, self-help resources, knowledge base articles, and process documentation for our support engineers to leverage AI and ChatGPT when helping customers with technical issues.<\/p>\n

As we have grown over the years here at Microsoft and with the continuous release of new products and features, these document repositories have become incredibly large, sometimes unmanageable, and occasionally contain outdated information.<\/p>\n

It was fascinating how fast things were changing. OpenAI was so new and features growing so fast from GPT 2.0 to 3.0 to ChatGPT to 4.0 almost overnight. Keeping up with the technology is a challenge and big opportunity.<\/p>\n

\u2014DJ Ball, senior escalation engineer, Modern Work Supportability<\/p>\n<\/blockquote>\n

Back in July 2022, our Modern Work Supportability team had a concept idea for semantic search that would potentially allow our support engineers to go to a single location, and enter a search query that would scan the vast support document repositories and return results based on the subject of inquiry.<\/p>\n

Over the course of the year, team members explored different solutions and had many conversations with others that eventually led them to the world of generative AI. The team knew they were on the cutting edge of something exciting with lots of possibilities. Then, a few months later, ChatGPT was announced and flipped the world on its head.<\/p>\n

People thought we planned it, which we didn\u2019t, but for once we felt we were ahead of the game.<\/p>\n

\u2014Sam Larson, senior supportability PM, Modern Work Supportability<\/p>\n<\/blockquote>\n

\u201cIt was fascinating how fast things were changing,\u201d says DJ Ball, a senior escalation engineer on the Modern Work Supportability team. \u201cOpenAI was so new and features growing so fast from GPT 2.0 to 3.0 to ChatGPT to 4.0 almost overnight. Keeping up with the technology is a challenge and big opportunity.\u201d<\/p>\n

The team quickly shifted gears, secured subscriptions to Microsoft Azure OpenAI, and stumbled upon an internal GPT playground focused on handling enterprise content. This playground happened to be very similar to what the Supportability Team was designing, which made joining forces much easier.<\/p>\n

\u201cPeople thought we planned it, which we didn\u2019t, but for once we felt we were ahead of the game,\u201d says Sam Larson, a senior supportability PM on the Modern Work Supportability team.<\/p>\n

Then the development of an AI-based solution really picked up speed. No one had done what they were attempting to do with this ChatGPT technology so they had to learn by digging in, playing around, and seeing what would happen. The Modern Work Supportability team provided continual feedback to the engineering team about what worked and what didn\u2019t and helped to shape the product that was recently announced as Microsoft Azure AI Studio<\/a>, which makes integrating external data sources into Microsoft Azure OpenAI Service simple.<\/p>\n

With this development, the team was allowed to create their own private chat workspace, which they called Modern Work GPT (MWGPT). The Modern Work Supportability team started by curating content from different sources for the Teams product and injecting that into the large language model (LLM).<\/p>\n

By leveraging Azure Cognitive Search to help inject and chunk the documentation into smaller components, they were able to test the results with the help of subject matter experts (SMEs) across the Teams support business. They\u2019ve expanded to include all Modern Work Technology support documentation estimated to be more than 300,000 pieces of content for 34 products. They\u2019ve learned a lot along the way about content curation, prompts, use case scenarios, and how LLMs work.<\/p>\n

The team quickly realized that they needed more people to help them test and are now working with over 450 SMEs across the Modern Work Support business to continue refining the content and testing the solution for accuracy.<\/p>\n

There is no question that there are a lot of variables that come into play that we are exposing our engineers to, and quality is a non-negotiable factor. We owe it to our customers who turn to our support engineers to help them solve their most challenging technical problems.<\/p>\n

\u2014Mayte Cubino, Modern Work support director, Office and Project Products<\/p>\n<\/blockquote>\n

\"Cubino
Mayte Cubino, director of Modern Work support, joined the project as a volunteer and immediately added value by helping to create the structure for the 6 Ds framework.<\/figcaption><\/figure>\n

One of the early volunteers was Mayte Cubino, a Modern Work Support director for Office and Project Products. An engineer at heart, Cubino was excited and curious about rumblings she was hearing across the business about possibilities to leverage ChatGPT in supporting customers. After a conversation with Ross Smith, the leader of the Supportability team, she knew that she could add value to the project from a support delivery perspective.<\/p>\n

From a delivery standpoint, two questions stood out:<\/p>\n