I started this because keeping content fresh in the mind of a constantly growing and rotating audience is impossible. If they don’t know it exists they won’t search for it, and any lessons shared in an article older that 2 weeks means that it has a good chance not to be seen by everyone.
I also had an issue where all my Subject Mater Experts where always too busy to create new content for the community.
Then it dawned on me. I don’t just have internal SME’s I have an entire community of SME’s with 3 years of content! I can take an LLM to find any community question with best answer and resurface it as an article!
Now I needed an agentic solution to make this happen. Gainsight CC doesn’t have yet.
But we all use Zapier and they just rolled out Zapier Agents. The planets are aligning!
After a few minutes I settled on a solution:
I created a Zapier Agent, that pics a random post for a different 3 month time period for each day of the work week. It picks a random customer question with a best answer and recreates the content as an article with a title like Monday’s Use Case Highlight.
Because it is not creating new content, I don’t run into the LLM issues of fabrication. It is grounded on the customer question and the internal SME best answer response.
I cannot currently post directly into the community, but I can create article drafts that I can then schedule to post myself. Currently building library of article drafts for me to review and verify that everything is working.
Here is a sample article it just made for me:
I am thinking of finetuning the heavy handed community crediting but so far sooooo gooood. Starting January I am incorporating this content into the community!
