Architecting for Two: The Docs Love Story Between Humans and AI
abgesagt
- Fachvortrag
- Künstliche Intelligenz (KI) in der Technischen Kommunikation
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Rachna Bansal
- ServiceNow
Inhalt
AI tools like Claude, ChatGPT, and Copilot are now the first place many users go when they have a question about a product. They don't visit the documentation sites, they ask an AI, and the AI goes to the docs for them. This shifted discovery model means technical writers now have two audiences: the human reader and the machine retrieving content on their behalf.
This session explores what it means to write documentation that serves both. Drawing on real experience from the ServiceNow documentation team, where there is a clear organizational expectation that content is available in formats that AI tools can efficiently read and use, the session provides a practical, writer-centered lens on AI-native documentation. It covers the structural principles that make content LLM-retrievable, the authoring workflows AI is beginning to change, and why the editorial expertise, information architecture, and minimalism principles technical writers already practice are not obstacles to AI readiness, infact, they are the foundation of it.
Das lernen Sie
- Good news: Your docs and AI were made for each other, they just need a little introduction.
- Walk away with practical techniques to structure content that humans love to read and LLMs can accurately use.
Vorkenntnisse
Working knowledge of technical writing principles such as topic-based authoring, structured content, and minimalist writing conventions. No prior experience with AI tools or LLM-optimised documentation is required. Curiosity and an openness to change is all you need.