As 2024 comes to a close, we want to take a moment to celebrate the work we\u2019ve accomplished together at Mozilla Support (SUMO). This year, we focused on making support resources easier to use, smarter to create, and better for everyone. From reducing users’ cognitive load to amplifying their voices through new programs, these wins are a testament to collaboration between our team, contributors, and the wider Mozilla community.<\/p>\n
Let\u2019s look back at the highlights.<\/p>\n
This year, we successfully kicked off the Cognitive Load Reduction initiative. The goal was clear: make Knowledge Base articles easier to follow and less mentally demanding for users. We introduced several improvements, including:<\/p>\n
Right now, SUI screenshots and inline icons and images are the most widely adopted updates. These visual additions have already made a noticeable difference in helping users understand and solve issues faster. Next year, we will continue expanding these improvements to reach even more articles and provide a smoother experience for everyone.<\/p>\n
Another big milestone this year was the creation and implementation of a unified taxonomy across Mozilla\u2019s Customer Experience team. A unified taxonomy is a shared structure for classifying things \u2014 in our case, everything from knowledge base content to app store feedback and user insights.<\/p>\n
Here\u2019s why it matters: With this new system, we can gather consistent and meaningful data about what our users need most. Whether it\u2019s feedback about Firefox in app stores or trends in KB article usage, we\u2019re now able to connect the dots between different channels. This deeper understanding helps us improve Mozilla\u2019s products and continuously refine our support resources to be more useful and relevant.<\/p>\n
This year, we launched our Voice of Customer<\/a> (VoC) program to ensure the voices of our users are consistently heard across Mozilla. We\u2019re gathering feedback from multiple channels \u2014 like app store reviews, Connect, SUMO forums, and surveys \u2014 and sharing these insights with the teams that shape Mozilla\u2019s products and support resources<\/p>\n To take this program even further, we\u2019re customizing our own Gen-AI model to help cross-check user feedback across channels. This will allow us to identify trends more effectively and ensure the insights we share are accurate and actionable. By better connecting what users are saying with what we\u2019re building, we can make Mozilla\u2019s products and our support efforts even more aligned with user needs.<\/p>\n This is an ongoing effort, and we\u2019re excited to see its continued impact in the coming year.<\/p>\n This year, we also explored how AI can improve the way we create, update, and localize content. Two major initiatives have already begun delivering results:<\/p>\n Organa Oracle is a custom GPT model built in Mozilla\u2019s OpenAI Workspace<\/a>, specifically designed to support SUMO\u2019s style, voice, and guidelines. It helps streamline the creation and updating of Knowledge Base articles by:<\/p>\n For now, Organa Oracle is available only to staff, but we\u2019re actively exploring ways to bring it and other similar tools to contributors in the future. These tools could make content creation and updates faster, easier, and even more collaborative while still reflecting the high quality and accessibility users expect from SUMO.<\/p>\n At the same time, we\u2019re using top large language models (LLMs), like Google\u2019s Gemini and OpenAI\u2019s ChatGPT-4o, with carefully designed prompts to assist in the localization process. These tools are built to respect existing translations while improving consistency and efficiency, especially in locales where fewer contributors are active. This initiative is designed to fill in gaps, improve consistency, and make localization more efficient for everyone.<\/p>\n Here\u2019s what\u2019s important: contributors will always be at the heart of our localization efforts. AI-powered localization is designed to support and amplify your work, not replace it. By speeding up the process and filling in gaps, the AI will help ensure more consistent translations and give contributors more time to focus on fine-tuning and reviewing content.<\/p>\n Together, these AI-driven tools are helping us create smarter, more accessible content and ensure users worldwide get the support they need.<\/p>\n At Mozilla, our work is guided by the Mozilla Manifesto<\/a>, a promise to build an open and accessible internet that puts people first. Every initiative we worked on this year reflects that mission:<\/p>\n By simplifying and improving how we support users, we\u2019re making it easier for everyone to feel confident and empowered on the web.<\/p>\n None of this would have been possible without you, our incredible contributors, team members, and the wider Mozilla community. Your work, ideas, and feedback are what make SUMO a place where users can always find the help they need.<\/p>\n As we head into 2025, we are excited to keep building on this year\u2019s progress. We will continue amplifying user voices, reducing complexity, improving accessibility, and exploring new ways to make support content even better.<\/p>\n Thank you for being part of this journey. Here is to another year of collaboration, growth, and making the internet better for everyone.<\/p>\n Let\u2019s keep building a better web, one article at a time.<\/p>\n","protected":false},"excerpt":{"rendered":" As 2024 comes to a close, we want to take a moment to celebrate the work we\u2019ve accomplished together at Mozilla Support (SUMO). This year, we focused on making support … Read more<\/a><\/p>\n","protected":false},"author":1967,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[117],"tags":[],"_links":{"self":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/posts\/4174"}],"collection":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/users\/1967"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/comments?post=4174"}],"version-history":[{"count":0,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/posts\/4174\/revisions"}],"wp:attachment":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/media?parent=4174"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/categories?post=4174"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/tags?post=4174"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}AI tools that make content smarter (and more accessible)<\/h1>\n
Organa Oracle for content creation and review<\/h2>\n
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AI-powered L10N<\/h2>\n
Why this matters: Mozilla\u2019s mission in action<\/h1>\n
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Thank you for an amazing year<\/h1>\n