# How does the knowledge of sipgate AI Agents work? The section **Frequently asked customer questions** serves as an internal knowledge base for sipgate AI Agents. Here, admins store information about the company, products, or services that the agent accesses in real time during the conversation in order to answer questions directly. In the area **Playbooks** structured conversation flows can be created, in which customer data is collected in a targeted way — for example for a callback or further processing. In addition to the general standard playbook “Other”, custom playbooks such as **Appointment booking** or \*\*Support request\*\* can be created to cluster calls by topic and evaluate them in a targeted way. sipgate AI Agents uses the information from the website entered during the registration process to obtain the key data needed to answer questions. The data collected here can be changed manually at any time afterwards. In addition, authorized users can enter recurring customer inquiries together with the corresponding answers into the sipgate AI Agents interface. sipgate AI Agents recognizes the customer's request through signal words and reproduces the corresponding answer based on the stored information. #### How do I create new knowledge? sipgate AI Agents can be supplied with new information at any time. To do this, a new playbook is created. Each newly created playbook is linked to the database and stored as a possible answer to a customer inquiry. {% hint style="warning" %} Important: When creating frequent customer inquiries, please make sure they are not too similar. This could lead to incorrect statements by the sipgate agent. Also try to formulate the questions asked as precisely as possible. {% endhint %} **Negative example:** * How do I reach the hotline? * How do I reach customer service? **Positive example:** * How do I reach the hotline? * What hours is the hotline staffed? If sipgate AI Agents outputs incorrect data, please check whether the information in the corresponding answer overlaps completely or partially with the information in another answer. You can also improve how questions are captured by sipgate AI Agents by using targeted keywords in the respective question. #### Provide knowledge base via upload You can add PDF documents with FAQs and information about your company or your products to the agent's knowledge base. The AI uses this content to answer customer questions in a targeted way during the conversation. For formatting and preparation, we have compiled some recommendations that have worked well for us. * Structure: Clear organization with headings * Formatting: continuous text, no scans, avoid tables * Images in PDFs are not analyzed * If there is a lot of content: split it thematically across several documents * do not change automatically generated document titles * avoid duplicates with other documents and “Frequently asked customer questions” #### What should I do if sipgate AI Agents creates incorrect or incomplete statements? The AI Agents tries to capture meaningful customer inquiries based on the stored information and scenarios as well as the caller data collected, and thus provide the corresponding answers. If you notice that incorrect or incomplete information is given on a specific topic, check the answers in the overview. Try to formulate the answers as precisely as possible. Also make sure that the answers to different inquiries are not too similar. You can enter various preconfigured tasks in the scenarios or create your own tasks. If you discover an error in the application here, delete the corresponding task and try to improve the way it works by using a new formulation. We are happy to receive suggestions as well as improvement ideas and feature requests. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://help.sipgate.de/cloud-telefonanlage/en/using-sipgate/sipgate-ai-agents/wie-funktioniert-das-wissen-der-sipgate-ai-agents.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.