Enhancing Content Indexing and Customer Support with JSONL and AI Integration

Author(s)	Bhanu Phanindra Babu Gogula
Country	United States
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.
Keywords	Keywords: Content Indexing, JSONL Implementation, AI Integration, Knowledge Base Automation, Customer Support Optimization.
Field	Computer
Published In	Volume 16, Issue 1, January-March 2025
Published On	2025-03-16
DOI	https://doi.org/10.71097/IJSAT.v16.i1.2448
Short DOI	https://doi.org/g88sbm

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International Journal on Science and Technology