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AI can generate a clean looking knowledge article in seconds, but that speed comes with a trap: it makes bad knowledge easier to publish and easier to surface. Leslie O’Flahavan joins me to unpack a simple claim with big consequences for customer support leaders and knowledge management teams: AI won’t fix your knowledge quality problem, it will expose it.

We get practical about what AI can do well (drafting, simplifying language, reformatting for different audiences) and what it cannot do for you (understanding the real human reader who is stressed, new to the task, or missing context). Leslie explains why writing is more than editing and why relying only on revision can create “brain flab” as teams stop practising planning and organising. We also dig into a better way to judge content: stop asking users whether they like it and start asking whether they can complete the task with your self service help.

From there, we explore concrete tactics to make the reader real again: using daily ticket feedback as gold, building articles around customer questions, and designing knowledge base and FAQ structure that works for both humans and AI search. If you’re feeling AI fatigue, this conversation reframes the moment as an opportunity to do more meaningful knowledge gardening, not less.

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