Knowledge base

In addition to individual customer questions, you can provide your AI Agent with a knowledge base of your own content, such as FAQs, product information, or process descriptions.

The agent uses this content to better understand inquiries and derive suitable answers. The knowledge base can be expanded or updated at any time.

Optimally prepare documents for the knowledge base

So that your AI Agent can process the uploaded documents as effectively as possible, you should keep the following points in mind when preparing them.

Structure & format

• Use a clear structure with meaningful headings

• Use running text instead of scanned documents

• Avoid tables if possible or convert them into running text

• Images and graphics are not evaluated by the AI Agent

Content optimization

• For extensive content, divide it into several topical documents

• Automatically generated document titles should not be changed manually

• Avoid duplicates with customer questions already stored

Automatically captured knowledge

When creating an AI Agent, content from the company website stored there can be automatically imported. This information serves as the basis for the agent's context and initial customer questions.

Expand and update the knowledge base

The knowledge base of your AI Agent can be expanded and updated at any time. New documents, adjusted FAQs, or changed product information are automatically taken into account in future conversations.

If answers seem incomplete or unsuitable, you can specifically revise the underlying content. Clear topic structures and unambiguous wording help the agent reliably assign information and output it appropriately.

Knowledge base vs. playbooks – what is the difference?

The features serve different functions.

Knowledge base: Defines what the AI Agent can say.

In other words, which information, facts, and answers are available to it.

Playbooks: Define how the AI Agent proceeds.

In other words, which steps are followed in a conversation, for example recording callback details or forwarding a request to an employee.

Both areas interact and complement each other: the knowledge base provides the content, while playbooks control the structure and flow of the conversations.

In the Enterprise plan Knowledge sources and processes can be mapped in even greater detail.