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Configure preferred terminology for AI and search

Updated Thursday, October 29, 2026 · Marc Staine

AI Terms describes the wording, aliases and definitions your organization uses. Focused term lists help supported search and AI features recognize customer language and use consistent preferred terminology.

Applies to: Supportbench Core. Location: Settings → Knowledge Base → AI Terms. Access and available controls depend on your role and account capabilities.

Before you begin

  • You need Administer AI Terms. Availability and editing admission are checked for the account and role.
  • Choose a preferred expression and real alternatives people use. Shared terminology is separate from an article’s Search keywords or tag audience.
  • Reopen the saved result and test a representative consuming workflow. A successful save alone does not verify every reader, assignment or rendered result.

Configure and verify

  1. Open Settings → Knowledge Base → AI Terms. On Word lists, choose New Word List or open an existing list.
  2. Enter list Name/Description and review Divisions and Active. Empty Division selection means all applicable Divisions. Choose Save Word List and reopen it.
  3. Open Terms and choose New Term. Enter Use this wording, Other wording and the relevant short-form, broader-topic or definition values described in the field reference.
  4. Review the meaning, then choose Save Term. A proposed term is not stored merely because it appears in an AI suggestion.
  5. Use Test phrase with realistic customer wording after saving. The test reads saved terms; it does not test unsaved form edits.
  6. If using AI Assist, inspect each suggestion and deliberately save the useful terms. Review the supported import inputs before importing a larger vocabulary.
  7. Retest the intended search/AI workflow and record what was observed. A glossary entry alone does not prove every search surface or external AI index will retrieve an article.

Settings reference

Settings and actions

SettingWhat it controlsHow to choose
Word list / New listSelects or creates a terminology collection.Group terms by product or support domain.
Name / DescriptionList identity, up to 150/500 characters.Explain the list’s purpose and ownership.
DivisionsLimits the list to selected divisions; empty means all divisions.Avoid overlapping lists with conflicting definitions.
ActiveMakes a saved list available to supported consumers.Activate reviewed terminology.
Preferred termCanonical wording, up to 250 characters.Use the exact wording your team wants in answers.
Also known asAliases separated by comma, semicolon, pipe or line break.Include actual customer phrases and common alternative names.
Short form / Broader topicAcronym and grouping context, each up to 250 characters.Use context to distinguish ambiguous abbreviations.
DefinitionConcise explanation, up to 2,000 characters.State distinguishing meaning instead of marketing claims.
Term search / New / Edit / Delete selectedMaintains the list’s saved terms.Review selected rows before deleting.
Test phraseTests against saved terminology.Save changes first and test a realistic customer phrase.
Import file name / Spreadsheet contentPaste CSV/TSV content with a header; preview and import mapped rows.Use the template and review mappings/errors before import. Limits are 2 MiB and 1,000 data rows.
AI Assist source text / SuggestProposes terms from supplied source text. Suggestions need review and save.Supply approved product terminology and check every proposed definition.

Behavior to know

  • An unavailable-storage warning means the feature is not ready in that environment. Do not interpret an empty list as proof terminology is configured.
  • AI suggestions are drafts; they are not saved automatically.

Recommended use

  • Prefer terms grounded in customer and agent language, including useful product aliases.
  • Avoid ambiguous mappings that collapse distinct products or error conditions into one term.
  • Keep a vocabulary owner and review actual retrieval examples after changes.

Worked example

  1. Create a product term list in the relevant division.
  2. Add Single sign-on with SSO as the short form and actual alternate customer wording as aliases.
  3. Write a brief definition, save and test a phrase using SSO.
  4. Inspect a supported search/AI result and add missing real-world wording when appropriate.

Troubleshooting

ProblemWhat to check
Test phrase ignores a new entrySave the Word List/Term first; testing uses saved terms.
A suggestion disappearedAI Assist suggestions require review and an explicit Save Term action.
The list applies more broadly than intendedAn empty Divisions selection means all applicable Divisions.
A term does not fix a particular search resultCheck the actual search surface, article content/audience and supported matching behavior; terminology is only one input.
I cannot edit the vocabularyReview AI Terms editing access and account availability.
  • Knowledge Base → Organize knowledge-base topics and access
  • Knowledge Base → Configure article templates and AI authoring guidance
  • Knowledge Base → Manage knowledge-base tags and audiences
  • Knowledge Base → Configure shared article styles and callouts

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