Writing for AI

Writing for AI

Writing for AI retrieval is different from writing for human readers. You need to optimize for both — see our glossary for key terminology. Here is how.

The STAR Format

Structure every article using STAR:

• Situation — What is the customer's context?
• Task — What are they trying to do?
• Action — Step-by-step instructions
• Result — What should happen when done

Writing Rules for AI Accuracy

Be explicit, not implied. The AI cannot infer context that is not written down.

Bad: "Go to settings and toggle the option." Good: "Go to Settings > Security > Two-Factor Authentication and toggle Enable 2FA to on."

One topic per article. Mixing topics confuses retrieval. If customers ask "How do I change my password?" the AI should not retrieve an article that covers passwords, emails, and profile photos.

Include trigger phrases. Add common ways customers phrase the question at the top of each article:

Common questions this answers:
- How do I change my password?
- I forgot my password
- Reset password not working
- Can't log in to my account

Use structured data. Bullet points, numbered lists, and tables are easier for AI to parse than long paragraphs.

Tone Guidelines

• Write at an 8th-grade reading level
• Use active voice ("Click the button" not "The button should be clicked")
• Avoid jargon unless your audience expects it
• Keep sentences under 20 words when possible

Article Template

# [Title as a Question]

**Summary:** [One-sentence answer]

## Steps

1. [First step with specific UI references]
2. [Second step]
3. [Third step]

## Common Issues

- [Issue]: [Quick fix]
- [Issue]: [Quick fix]

## Related Articles

- [Link to related topic]

Quality Checklist

• Title matches how customers ask the question
• Summary answers the question in one sentence
• Steps reference specific UI elements
• Common edge cases are covered
• No jargon without explanation

Next up: Organizing and categorizing your content for maximum discoverability.