A case study on how a custom AI integration is transforming the user experience for Dutch entrepreneurs.

MKB Servicedesk, a leading online knowledge base for entrepreneurs, startups, and self-employed professionals in the Netherlands, has successfully implemented a custom-built, context-aware AI assistant developed by Insero.ai. This innovative tool is integrated into every article on the MKB Servicedesk platform, providing users with direct and relevant answers to their questions. This has significantly improved the user experience and optimized knowledge dissemination.

About MKB Servicedesk

MKB Servicedesk is an online helpdesk focused on supporting entrepreneurs in the small and medium-sized enterprise (SME) sector. Its target audience primarily consists of companies with fewer than 25 employees, including startups and freelancers. The platform offers a wealth of practical information and tools on a wide range of topics such as human resources, finance, innovation, and marketing. MKB Servicedesk is known as a reliable partner that helps entrepreneurs capitalize on opportunities and overcome obstacles.

Challenge: Improving User Experience and Knowledge Discovery

With an extensive knowledge base full of valuable articles, it was sometimes challenging for MKB Servicedesk users to quickly and efficiently find the specific answers they were looking for. The main challenges were:

• Information Overload: The depth of the content, one of the platform's strengths, could be overwhelming for users with specific questions.
• Time Spent Searching: Users often had to manually search through multiple articles to gather the necessary information.
• User Engagement: A key priority was to keep users engaged and help them experience the full value of the extensive content.
• Static Content: The traditional article format did not allow for direct, interactive questioning.

MKB Servicedesk sought a solution to make their content more accessible and provide a more dynamic and personalized user experience.

The Solution: A Custom, Context-Aware AI Assistant from Insero.ai

To address these challenges, MKB Servicedesk partnered with Insero.ai, a specialist in creating custom AI integrations. Insero.ai developed an AI assistant that is seamlessly integrated into every article on the MKB Servicedesk platform.

The key features of the Insero.ai solution are:

• Contextual Awareness: The AI assistant knows which article the user is currently reading, enabling it to provide highly relevant and contextual answers.
• Platform-Wide Knowledge: The AI is trained on the entire MKB Servicedesk knowledge base, allowing it to pull information from all relevant articles to form a complete answer.
• Seamless Integration: The AI assistant is embedded directly within the articles, providing an accessible and readily available interaction point.
• Natural Language Processing: Users can ask their questions in everyday Dutch, and the AI understands the intent of the question to provide an accurate answer.

Results: A More Engaging and Efficient Knowledge Platform

The implementation of the Insero.ai AI assistant has led to a significant improvement in the user experience on the MKB Servicedesk platform. While specific data is confidential, the following positive trends have been observed:

• Increased User Engagement: Users who interact with the AI assistant spend more time on the website and are more likely to ask follow-up questions.
• Improved Knowledge Discovery: The bounce rate has decreased as users find the answers to their questions more quickly.
• Valuable Insights: The questions asked to the AI provide MKB Servicedesk with valuable insights into the information needs of their target audience, which helps in further developing the content strategy.

Conclusion

By implementing the custom, context-aware AI assistant from Insero.ai, MKB Servicedesk has transformed its knowledge base into a dynamic and interactive source of information for Dutch entrepreneurs. This partnership demonstrates the power of AI to revolutionize how companies provide information and support to their customers. The solution has not only increased user satisfaction but also provides valuable data for the continuous improvement of the platform.

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