Frequently Asked Questions (FAQs) are a crucial component of any customer support strategy. They serve as a first line of defense, providing quick answers to common queries and reducing the workload on your support team. However, keeping FAQs up-to-date can be a challenging task, especially for large organizations that handle thousands of support requests daily.
As your product evolves and customer needs change, manually sifting through numerous support tickets to identify relevant FAQ questions becomes increasingly difficult and time-consuming. This is where AI-based automation can make a significant difference.
In this tutorial, we'll walk you through the process of setting up an automated system that captures relevant support tickets, processes them using AI, and generates an up-to-date FAQ document. While we use Zendesk as an example in this tutorial, you can flexibly use your own ticketing system with Zapier, adapting the workflow to your specific tools and needs.
In this tutorial, you will learn how to:
- Set up a Zapier workflow to capture relevant support tickets from your ticketing system
- Store and organize support ticket data in Google Sheets
- Use Anthropic's Claude AI to generate FAQ content from support ticket data
- Automatically update a Google Doc with the new FAQ content
You'll need:
- Zapier account (paid plan)
- A ticketing system (e.g., Zendesk, Freshdesk, Intercom)
- Google Workspace account (for Google Sheets and Google Docs)
- Anthropic API key
Let's dive in.