If you don’t have Content Operations, then you don’t have trust

Where do Gen-AI bots get information?

Initially, Gen-AI had access only to the data used to train it. Now they have access to the whole of the web. Some can also access information that is behind a paywall, while others are given access to private content. With Gen-AI having access to all this content, it is leading to some issues. Wherever the information comes from, the Gen-AI now needs to judge how to deal with conflicting or duplicate information.

Content ROT

Technical content is in a constant state of flux. This can be because of many reasons: products get updated, information evolves, or procedures are refined as products mature. While all of this is happening, content must keep up with these changes to keep being useful.

Without attention, content becomes Redundant, Obsolete or Trivial (ROT):

• Redundant – Information that is duplicated across multiple places.
• Obsolete – Information that no longer matches the current state of the software or system.
• Trivial – Content that lacks business or technical value.

When Gen-AI accesses ROT Content, it currently struggles more than humans would to intuit the current state of affairs. It can then make it difficult for AI tools to present the correct information.

Content Operations

Content Operations (Content Ops) is how companies create and manage the content assets for their products and services. With robust Content Ops, companies can keep their content fresh and accurate. 

Not only does this allow them to create the content necessary to keep up with evolving products, but it also ensures that the content is labelled appropriately with metadata, which in turn facilitates Gen-AI’s understanding of the context of that content.

And when content is outdated, it is easier to retire the content so it cannot cause confusion.

Building Trust

Transparent Content Ops with known quality checks builds trust in the content you produce. If you understand the quality control processes applied and see the results of that validation, you will have confidence in the content you produce. 

With quality content going into Gen-AI, we increase the likelihood of getting trustworthy information out of the Gen-AI. So, to ensure that Gen-AI is giving out the most up-to-date and accurate information about your products and services, it’s imperative to establish a good content operations process, so you can avoid falling foul of content ROT, and ensure that you feed the best data to Gen-AI tools.

To find out more about our content operations services, why not get in touch with us here, or call us on 01483 211533.