Embracing Generative AI: A Technical Writer’s Ally at Cisco ThousandEyes
Rapid Context Switching
As a technical writer for Cisco ThousandEyes, I often find myself juggling multiple products, drawing upon my previous roles as a NOC Engineer and Backend Software Developer. The technical expertise gained from these experiences allows me to contribute meaningfully to the team; however, the concentration required to write about complex technologies is substantial.
In the realm of engineering, "rubber ducking" refers to the practice of verbalizing thoughts to clarify issues, often to an inanimate object. I’ve adopted a similar strategy using Cisco’s internal AI assistant. When faced with the challenge of context switching—transitioning between different topics or projects—I engage with the AI to streamline my thoughts. This conversational approach quickly helps me regain focus, reducing the time needed to pivot from one task to another. Instead of spending hours reorienting, I can often shift gears in just 30 minutes, making me more productive and adaptable.
Shorter SME Interviews
Interviewing Subject Matter Experts (SMEs) is one of the most enriching aspects of my role. Each conversation is an opportunity to deepen my understanding of new technologies, which I genuinely enjoy. However, the rapid pace of innovation can be overwhelming, akin to drinking from a firehose. Fortunately, Cisco’s internal AI assistant acts as a low-pressure environment where I can ask fundamental questions without hesitation.
Normally, SME interviews could drag on for an hour or more as we navigate the basics. By leveraging AI to summarize essential information beforehand, I can enter these conversations well-prepared. The AI gathers relevant data, allowing me to verify its accuracy and ask informed questions, which significantly reduces the time spent in interviews. This preparation typically condenses our discussions to a focused 15-20 minutes, making them far more efficient and productive.
Reduced Repetitive Tasks
At ThousandEyes, we adopt a "docs-as-code" approach, where documentation is managed in GitHub using markdown. However, formatting in markdown—especially creating tables—can be tedious and prone to errors. Here, Cisco’s internal AI assistant shines again. By providing the necessary values, I can quickly generate markdown tables that I simply need to copy and paste, saving me valuable time and reducing the likelihood of mistakes.
The AI assistant also proves invaluable when it comes to summarizing content. Whether I need a one-sentence description or an introductory paragraph for a technical article, the AI can pull from our documentation to provide instant, relevant summaries. All I need to do is review and refine the suggested text, enhancing my productivity.
Instant Contextual Information
One of the most challenging aspects of technical writing is not merely documenting technical specifications; it’s translating that information into something meaningful and relevant for the user. Understanding user needs often requires an intuitive grasp of their perspectives, particularly in high-pressure scenarios like system outages.
To tackle this complexity, I rely on Cisco’s internal AI assistant to streamline my research process. The assistant can provide context about why users might need certain functionalities, saving me time and effort. It compiles recommended use cases and descriptions, allowing me to empathize with users better. This deeper understanding helps me craft content that minimizes cognitive load, making it easier for users to find what they need in times of crisis.
Embracing GenAI
Integrating generative AI into my workflow has fundamentally changed my approach to technical writing at Cisco ThousandEyes. Rather than viewing AI as a rival, I see it as a vital partner in enhancing my work. The AI simplifies context switching, accelerates learning for SME interviews, automates mundane tasks, and provides instant contextual insights.
Far from diminishing the human touch in technical writing, Cisco’s internal AI assistant amplifies my ability to connect with users and deliver clear, relevant documentation. In an industry where the pace of innovation is relentless, leveraging AI is not just a smart decision—it’s a strategic imperative for writers striving to keep pace with rapid technological changes.