Custom AI terminology that's relevant to your teams

by Marcel Gravelle

Last updated: 25-Jun-2026

Smarter AI Terminology and Better Knowledge Discovery

Support teams rely on knowledge to answer questions accurately, resolve cases faster, and create consistent customer experiences. But knowledge search and AI-assisted responses are only as useful as the language they understand.

This release introduces AI Terms and related knowledge base article support, helping teams improve how Supportbench understands product language, synonyms, definitions, and connected content.

These updates make AI and knowledge workflows more aligned with the way each organization communicates.

AI Terms for Preferred Language and Definitions

Supportbench now supports AI Terms, allowing teams to define preferred product language, synonyms, and definitions. This helps AI responses and knowledge searches use terminology that matches the organization’s products, services, and internal language.

For example, customers may use one phrase while internal teams use another. A product may have a formal name, a shortened name, and several common variations. AI Terms help bridge those language gaps so search and AI-assisted responses can better interpret what users mean.

This is especially valuable for teams with complex products, technical terminology, industry-specific language, or multiple customer-facing names for the same concept.

Stronger AI and Structured Response Handling

This release also improves AI model handling, retry behavior, structured-response handling, diagnostics, and reporting support. These improvements help AI-connected experiences behave more reliably and return better-structured outputs.

For support teams, this means more dependable AI-assisted workflows and stronger foundations for future AI-powered support experiences.

Why This Matters

AI and knowledge tools need context. They need to understand not just generic language, but the specific language of your business, products, and customers.

These improvements help teams:

• Improve knowledge search accuracy
• Align AI responses with preferred terminology
• Support synonyms and product-specific definitions
• Help customers discover related content
• Improve portal self-service experiences
• Strengthen the reliability of AI-assisted workflows

By adding AI Terms and related article support, Supportbench helps teams turn their knowledge base into a smarter, more connected resource for both agents and customers.