AI with context: How product ontologies improve technical support chats

Article AI with context: How product ontologies improve technical support chats “How can I replace the cathode on the XY electron microscope?” could be a typical question that a service technician enters into a support chat. If the question-answering system (QA) only relies on generic AI without product-specific context, the answers will also be generic. Most likely, the response will simply be wrong or lack essential information – for example, the note that a special tool is required. In our field of technical communication, however, it is significant that answers are reliable, context-specific, and derived from verified sources. Only then can such a technical Q&A be a powerful tool.