None of the KB systems I've ever encountered, from orgs big and small, reputable or otherwise, had in them any useful information whatsoever. It's all just bullshit, roundabout sales, and a lot of answers to questions no actual human being would ever ask.
Whether or not to put LLM in the KB's search bar is immaterial. Myself, when I see a KA syste, I immediately close the tab and "bounce" back to the search engine.
> People don't skip the documentation because they can't find it; they skip because they don't want to read!
Yes, but also because they don't trust you to provide enough information to diagnose and solve their problem. There's no point wasting the time when experience tells you most customer-facing KBs are nothing but false hope and misleading headlines.
> They want to bug a live a person (and make it their problem)!*
Yes, but not because they hate that random support person - it's because it's the only remotely reliable way to solve the problem itself. Companies shouldn't complain, not after standardizing knowledgebases and phone menus, which are all implicitly and often explicitly designed to keep customers away from support staff - and instead of providing a solution, they're optimized to make the user think the solution exists somewhere and they're just too dumb to find it (therefore, user's own fault, not company's fault; customer's brand perception unaffected).
As for making it the support person's problem - that's literally their job. That's what they're paid for.
I don't understand why more people don't get this. I've told everyone who will listen in my org that implementing LLM's isn't going to solve the problem of people wasting our time reaching out to us with questions that have already been answered in our KA system. If someone was going to type something into an LLM, they could have typed it into a search bar. People don't skip the documentation because they can't find it; they skip because they don't want to read! They want to bug a live a person (and make it their problem)!
I was correct. Now we have a costly LLM implementation and have our time wasted with questions that are already answered.