Importance of a Knowledge Base for AI

After establishing your brand voice, the next step is creating a knowledge base, which serves as a foundation for your AI. This knowledge base will provide your AI with the necessary information about your services, policies, frequently asked questions, and more. Without it, your AI will only offer generic responses. When you have a comprehensive knowledge base, your AI becomes a specialized assistant capable of answering specific queries with accuracy and depth.

What is a Knowledge Base?

A knowledge base is a central collection of information that your AI relies on to provide specific, accurate answers to customer inquiries. It can include:

• Details about your products or services

• Answers to frequently asked questions

• Explanations of business processes

• Pricing and policy information

• Instructions for handling complex procedures

Think of it as a guidebook that helps your AI understand your business inside and out, ensuring it can offer helpful, tailored responses.

Step 1: Accessing the Knowledge Base Settings

1. Open the left sidebar of your platform and navigate to AI Agents.

2. Look for the section labeled "Knowledge Base" in the Conversation AI sub-tab.

1. Click on the section to access the area where you can manage and create all knowledge sources for your AI assistants.

Step 2: Understanding the Types of Knowledge Sources

There are several methods for building your knowledge base, depending on your business's needs:

• Web Crawler
  Best suited for businesses with detailed websites, the web crawler automatically extracts and updates information from your website. It periodically pulls content to keep your knowledge base current.

• Frequently Asked Questions (FAQs)
  Ideal for businesses that need precise control over the responses. You can manually input common questions and answers, making it perfect for business policies or FAQs that need to be consistent.

• Tables
  Perfect for businesses that need to reference structured data like pricing tables, schedules, or product specifications. Tables allow the AI to easily pull and organize relevant information.

Step 3: Creating Your Knowledge Base

Starting the Setup

1. Click the "Add Source" button (blue button in top right).

1. Choose the type of knowledge source you’d like to set up.

2. Follow the prompts in the setup wizard to configure your chosen source.

Best Practices for Each Source Type

• Web Crawler
  
  

  • Focus on your key pages like Homepage, Services, About Us, and Contact.

  • Exclude unnecessary pages such as admin pages or irrelevant content.

  • Periodically check and ensure that the crawled data is accurate.

• FAQ Setup
  
  

  • Use real-world, conversational language for questions.

  • Provide thorough, detailed answers to avoid ambiguity.

  • Update and add variations to questions to match how customers might phrase things.

Sample FAQ Structure:

Q: What are your operating hours?
A: We are open Monday to Friday from 8:00 AM to 6:00 PM. We are closed on weekends and public holidays.

Q: Do you offer support after hours?
A: Yes, we offer 24/7 customer support for urgent issues. Standard rates apply during business hours, and additional charges may apply after hours.

• Table Setup
  
  

  • Make sure column headers are clear and meaningful.

  • Use consistent formatting throughout all entries.

  • Ensure that all the necessary fields are filled out correctly.

Step 4: Linking the Knowledge Base to Your AI

Once your knowledge base is set up, you need to connect it to your AI assistant:

Navigation Steps:

• Go to the Conversation AI section (either by clicking on the AI Agents tab in the main left menu or by navigating to the settings tab in the same menu).

• Choose the AI assistant you wish to configure.

• Navigate to the "Bot Training" tab and link the newly created knowledge base to the assistant.

Important Reminder:
You can only link one knowledge base to each AI assistant. It's best to make your knowledge base comprehensive to avoid the need for multiple smaller databases.

Step 5: Managing Your Knowledge Base

Organizing Your Content

• Categorize information logically for easy access.

• Maintain consistency in terminology to avoid confusion.

• Regularly update the content to reflect any changes in your business or offerings.

Quality Control Measures

• Test AI responses to ensure that the AI is using the correct data.

• Regularly review and verify the accuracy of your content.

• Use customer feedback to identify any gaps or areas for improvement in your knowledge base.

Examples of Knowledge Bases for Different Business Types

• Service-Based Businesses
  
  

  • Service descriptions, availability, pricing details, and certifications.

• E-commerce and Retail
  
  

  • Product specifications, shipping policies, payment options, and return policies.

• Professional Services
  
  

  • Service methodologies, industry expertise, case studies, and client consultation processes.

Tips for Optimizing Your Knowledge Base

• Content Quality
  
  

  • Write content that’s easy to understand for your customers.

  • Be specific in your descriptions and avoid vague language.

  • Regularly update your knowledge base to keep information current.

• Technical Aspects
  
  

  • Optimize for speed by ensuring files are appropriately sized.

  • Use a consistent format across all knowledge sources.

  • Check for errors in the data you import.

Troubleshooting Common Issues

• AI Not Using the Knowledge Base Properly
  
  

  • Verify that the knowledge base is linked correctly in the AI settings.

  • Ensure the content is structured and formatted properly.

  • Test by asking questions that should be answered by the knowledge base.

• Inaccurate Responses from the AI
  
  

  • Revisit the source content for accuracy.

  • Update any outdated or incorrect information.

  • Clarify vague or confusing content.

• Missing Information in AI Responses
  
  

  • Review customer interactions to see if there are any common questions or issues that aren't being addressed.

  • Expand your knowledge base to cover these gaps.

What’s Next?

Once your knowledge base is connected and functioning, your AI assistant will be able to provide smarter, more detailed responses that reflect your business's knowledge. Customer satisfaction should improve, as customers will receive quick and relevant answers. Additionally, this reduces your team’s workload as the AI handles routine inquiries, leaving your team to focus on more complex tasks.

Preparing for Advanced Setup

Once your knowledge base is connected, you can begin configuring more advanced AI features. This includes setting up conversation and voice AI to further enhance your customer interactions. The more comprehensive your knowledge base, the better your AI will perform in representing your business.