One post tagged with "support"

Most product teams treat AI feature documentation as an afterthought — a help article that explains where to find the button and what happens when you click it. Then the support tickets start rolling in. "Why did the AI give me a different answer this time?" "How do I know if this result is accurate?" "It worked yesterday but not today." These aren't users being difficult. They're users whose mental model — built from your documentation — doesn't match how AI actually behaves.

Traditional how-to guides are designed for deterministic software. AI features are not deterministic. Closing that gap isn't a copywriting problem; it's a structural one. The documentation formats that work for a settings page will actively mislead users when applied to a language model.