How we automated FAQ responses at Grab

This post details the process of selecting and implementing an AI-driven system (OneBar) for automating FAQ responses on Slack. It covers the initial analysis of on-call engineer time spent answering repetitive questions, the vendor selection process involving user voting on anonymized features, and the proof of concept with OneBar. It also discusses prioritizing Slack channels for the licensed features and the challenges of change management and employee education. A key contribution is the use of the bot's channel-specific KB feature to crowdsource and manage an internal glossary of acronyms and company-specific words, with onboarding employees contributing to its growth.