From Support Chats to a Searchable FAQ: How We Used ChatGPT

The company 100ms uses Slack and Discord to connect with their customers but faced challenges as the number of support queries increased. To address this, they created a list of all customer questions along with responses using ChatGPT. They first extracted conversations from Slack channels using a custom command in their existing bot. Then, they fed these conversations into ChatGPT to generate a comprehensive list of questions and answers. The final refinement was done by the Customer Success and Product team who reviewed and categorized the questions. This process resulted in a knowledge base of around 250 questions and answers which were then used to create an FAQ section for their external docs, allowing customers to quickly find answers without needing to reach out to support.