Action-Based Docs: The Architecture That Works for Humans and AI
- Presentation
- Content Strategy & Information Architecture
- 11. November
- 04:45 PM (CET) - 05:30 PM (CET)
- C5.1
-
Senior Technical Writer & Knowledge Architect Alina Desiatnikova
Contents
Strong documentation architecture has always mattered. Now it is also a foundational part of AI readiness.
The structure of your product documentation determines how accurately customer-facing AI assistants and support chatbots can answer user questions. Traditional feature-based documentation was designed for users who browse manuals. Today, users ask AI assistants, support chatbots, and LLMs to find answers for them. These systems are trained to respond to specific questions — not to navigate product catalogs.
This session draws on research from a fintech SaaS documentation migration and presents a practical audit framework for identifying catalog patterns and restructuring content. For product and technical leaders, it reframes documentation architecture as a strategic decision with direct impact on overall product performance and customer experience.
Takeaways
You will learn:
- Why documentation structure affects AI and chatbot accuracy
- How to identify catalog-based patterns in your docs
- A practical framework to restructure content for humans and AI
Prior knowledge
Attendees should have a working understanding of documentation as a knowledge system and be familiar with basic information architecture concepts. An awareness of how documentation quality connects to customer experience and support outcomes is helpful but not required.