Enhancing Content Indexing and Customer Support with JSONL and AI Integration
Year: 2025
Type: article
Abstract: This article explores the transition from traditional sitemap-based indexing to a JSONL-powered system enhanced with AI capabilities for managing knowledge base content. Facing challenges with incomplete indexing, delayed updates, and scalability issues, the organization implemented a comprehensive solution leveraging JSONL format, Google Cloud storage, and automated maintenance processes. The new approach stores HTML-converted knowledge base articles in a Google bucket, indexes them through a metadata-rich JSONL file, and employs an AI-powered chatbot for intelligent retrieval and summarization. This technical transformation has revolutionized content accessibility, resulting in substantial improvements to customer self-service capabilities, significant cost reductions in support operations, enhanced customer satisfaction metrics, and a dramatic decrease in support cases requiring live agent intervention.
Author: Bhanu Phanindra Babu Gogula -
Language: English
Subfield: Information Systems
Field: Computer Science
Domain: Physical Sciences
Open Access status: hybrid
OpenAlex ID: W4408583446