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How to improve the experience, quality and trustworthiness of AI-Enabled Technical Content Delivery

  • Presentation
  • Artificial Intelligence (AI) in Technical Communication
  • 12. November
  • 15:00 - 15:45 PM (CET)
  • C6.1
  • Kees van Mansom

    Kees van Mansom

    • Accenture

Contents

AI-enabled technical content delivery can be a real game changer in technical publications. Where technical publications are often presented as linear documents in PDF or in difficult to navigate websites, there is a clear demand from clients for a more immersive, fully contextualized and targeted customer experience. Providing technical instructions through AI, gives us the opportunity to offer a better user experience compared to traditional documentation portals, but also potentially increases manufacturing and field services efficiency. 

Unfortunately, there are still some common issues in AI-Enabled content delivery, using technical publications as the source. Question is how we can solve the lack of trustworthiness of AI-driven content delivery, increase the relevance of the presented content and reduce the risk of providing the right instruction, but for the wrong machine. In my presentation, I will explain and demonstrate based on real-life examples how we can structure and enrich our content in such a way that it enables trustworthy, relevant and compliant delivery of the right content at the right time. 

Takeaways

Participants will gain a deep insight in how AI can be used to provide contextualized instructions and how we can prepare our content for AI-driven content delivery and improve the value of our technical documentation work. 

Prior knowledge

Some knowledge of structured content authoring

Speaker

Kees van Mansom

Kees van Mansom

  • Accenture
Biography

In 1991, I wrote my first technical instruction. The objective of the instruction was to prevent cold cracking in welding steel bridges. It was then, that I learned to put myself in the shoes of the user and to tailor my documentation to their specific context and requirements. A welder doesn't read a long manual, so the instruction had to be minimalistic and memorable.

My main motivation – you could call it my purpose - has always been helping other people, and I feel at my best when working on solutions that have a positive impact on people’s work and life. Like the welding instruction that explained a new way of working on just 4 pages, allowing welders to deliver bridges that can stand for over a 100 years.

Fast forward >30 years and I find myself now building bridges in organizations, innovating the way Technical Publications are developed and used. Though my role has changed over time, deep in my heart I am still that technical writer: combining innovation, storytelling and writing to design and explain innovative solutions. I can activate real change in complex technical publication landscapes and get the commitment from key stakeholders to maximize the impact of technical innovations and process transformations.

As a leader in technical publications, I help my clients in transforming their technical publication processes using state-of-the-art technology and introducing innovations. By constantly challenging the status quo, I drive changes that have a real impact on people, processes and technology.

In 1991, I wrote my first technical instruction. The objective of the instruction was to prevent cold cracking in welding steel bridges. It was then, that I learned to put myself in the shoes of the user and to tailor my documentation to their specific context and requirements. A welder doesn't read a long manual, so the instruction had to be minimalistic and memorable.

My main motivation – you could call it my purpose - has always been helping other people, and I feel at my best when working on solutions that have a positive impact on people’s work and life. Like the welding instruction that explained a new way of working on just 4 pages, allowing welders to deliver bridges that can stand for over a 100 years.

Fast forward >30 years and I find myself now building bridges in organizations, innovating the way Technical Publications are developed and used. Though my role has changed over time, deep in my heart I am still that technical writer: combining innovation, storytelling and writing to design and explain innovative solutions. I can activate real change in complex technical publication landscapes and get the commitment from key stakeholders to maximize the impact of technical innovations and process transformations.

As a leader in technical publications, I help my clients in transforming their technical publication processes using state-of-the-art technology and introducing innovations. By constantly challenging the status quo, I drive changes that have a real impact on people, processes and technology.

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