Customer expectations have changed—and waiting for answers is no longer acceptable. In this episode of Trained to Gain, Erin Raitt and Katie Merrill explore how self-service support is being re-architected for the AI era, and why delivering real-time, accurate answers starts long before AI is ever turned on.

They discuss the evolution from static PDFs and traditional knowledge bases to conversational, AI-powered experiences—and why strong, well-structured documentation is still the foundation that makes it all work. If your AI can’t solve the problem in the moment, this episode explains why—and what to do about it.

In this episode, you’ll learn:

1. Why customers want right answers right now, not more content
2. How self-service support expectations have shifted in an AI-driven world
3. Why AI is only as effective as the knowledge behind it
4. The role documentation plays in delivering fast, contextual answers
5. What it takes to prepare your support experience for AI
6. Why maintaining and evolving your knowledge is an ongoing process

This conversation is a must-listen for anyone focused on customer experience, adoption, and building support systems that actually solve problems—at speed.

🎧 Tune in to learn how AI-ready knowledge leads to AI-delivered outcomes.