Why AI in Docs Is a Game-Changer for the Future of Tech Content
- Andrew Gordon
- 3 days ago
- 3 min read
At Write the Docs 2025, Alex Garnett challenged the AI panic with a simple truth: when rooted in real sources, AI builds trust. Tools like retrieval-augmented generation (RAG) help content teams move from reactive to strategic—spotting gaps, surfacing insights, and reinforcing credibility with every citation. It’s not about faster typing; it’s about smarter, more human communication.
At Write the Docs 2025, Alex Garnett’s keynote “AI Tooling is Better (and Better for Us) Than You Think" tackled the evolving relationship between human creativity and artificial intelligence, a relationship that’s redefining how we approach technical communication. His talk encouraged us to think about how AI can support and enhance our craft—the human craft of building trust and understanding through content. As a professional interested in technology communication, this conversation got me thinking about the potential for AI to amplify (and not replace) the value human experts bring to the table, as a partner tool that strengthens a brand’s voice rather than diluting it.
RAG: The Bridge Between Trust and Technology
Retrieval-augmented generation (RAG) emerged as a central concept in Garnett’s keynote. By anchoring AI outputs to a curated corpus (think of documentation, forums, and support tickets) RAG ensures that responses are rooted in authoritative sources. And this approach doesn’t just enhance search—it’s a transformative step for brands aiming to build developer trust. For companies navigating complex technical ecosystems, RAG empowers content teams to make information discoverable and reliable, bridging the gap between fast-evolving products and users seeking clarity. The payoff is a more confident user base that can trust that the AI’s answers reflect reality, not just probability.
Building Credibility Through Citation and Revision
A critical insight from Garnett’s talk is the role of citations in AI responses. Communicators are (quite rightly) wary of the way hallucinations can instantly undermine user trust and damage a brand’s credibility. But with the emergence of tools like Kapa AI, highlighted by Garnett, we can overcome this challenge by linking AI-generated responses to source materials, giving users the ability to verify information and dive deeper. This is more than a technical feature—it’s a competitive advantage. Brands that embrace transparency in AI tools reinforce user trust and position themselves as thought leaders in an increasingly AI-driven content landscape.
Garnett took the utility a step further, discussing the potential of AI to reveal content gaps that might otherwise go unnoticed. AI analytics can reveal where users struggle, highlight gaps where documentation is unclear, and identify areas that need better explanation. This feedback loop turns AI from a black box into a powerful research partner, helping content, marketing, and product teams understand real user pain points. The findings take the form of data-driven roadmaps for content improvements that directly align with user needs, strengthening the entire communication ecosystem.
From Reactive to Proactive: Reinventing Content Workflows
Perhaps the most compelling theme in Garnett’s talk, at least from a creativity perspective, is the power of AI tools to help move communicators beyond a purely reactive approach to content creation. AI can automate routine tasks and synthesize community insights, freeing up human experts to focus on higher-value work: building strategic narratives, developing campaigns, and fostering meaningful user engagement. This shift empowers teams to become more proactive, using AI as a partner to surface opportunities and address issues before they become problems. It’s a mindset change that transforms content teams from mere responders to strategic leaders, driving growth and engagement.
So What: Charting a Human-Centric Future
The clear takeaway and overall theme is that when leveraged well, AI is not a threat to human creativity but a tool to enhance it. The real value of AI in technical content lies in its ability to build trust, deliver context-rich information, and help users achieve their goals. For technology communicators and developer marketers, the call to action is simple: embrace AI thoughtfully and transparently, and use it to strengthen your brand’s voice. By doing so, organizations can transform their documentation from static resources into dynamic ecosystems that engage users, build trust, and drive business outcomes.
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