我们如何在Grab公司实现常见问题回复的自动化

Knowledge management is often one of the biggest challenges most companies face internally. Teams spend several working hours trying to either inefficiently look for information or constantly asking colleagues about information already documented somewhere. A lot of time is spent on the internal employee communication channels (in our case, Slack) simply trying to figure out answers to repetitive questions. On our journey to automate the responses to these repetitive questions, we needed first to figure out exactly how much time and effort is spent by on-call engineers answering such repetitive questions.

知识管理往往是大多数公司内部面临的最大挑战之一。团队花了好几个工作小时试图低效地寻找信息，或者不断地向同事询问已经记录在某处的信息。很多时间都花在了内部员工的沟通渠道上（在我们的案例中是Slack），只是为了找出重复性问题的答案。在我们将这些重复性问题的回答自动化的过程中，我们首先需要弄清楚值班工程师在回答这些重复性问题时究竟花费了多少时间和精力。

We soon identified that many of the internal engineering tools’ on-call activities involve answering users’ (internal users) questions on various Slack channels. Many of these questions have already been asked or documented on the wiki. These inquiries hinder on-call engineers’ productivity and affect their ability to focus on operational tasks. Once we figured out that on-call employees spend a lot of time answering Slack queries, we decided on a journey to determine the top questions.

我们很快发现，许多内部工程工具的值班活动涉及到在各种Slack频道上回答用户（内部用户）的问题。其中许多问题已经被问过或记录在维基上了。这些询问阻碍了值班工程师的工作效率，影响了他们专注于运营任务的能力。一旦我们发现值班员工花了很多时间回答Slack的询问，我们就决定进行一次确定首要问题的旅程。

We considered smaller groups of teams for this study and found out that:

在这项研究中，我们考虑了较小的团队组，并发现。

• The topmost user queries are “How do I do ABC?” or “Is XYZ broken?”.
• 最重要的用户查询是 "我如何做ABC？"或 "XYZ坏了吗？"。
• The second most commonly asked questions revolve around access requests, approvals, or other permissions. The answer to such questions is often URLs to existing documentation.
• 第二个最常见的问题是围绕访问请求、批准或其他权限。这类问题的答案往往是现有文件的URL。

These findings informed us that we didn’t just need an artificial intelligence (AI) based autoresponder to repetitive questions. We must, in fact, also leverage these channels’ chat histories to ide...