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.

Prepare documents for the knowledge base in the best possible way

To ensure your AI Agent can process the uploaded documents as effectively as possible, you should keep the following things 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, split it into several thematic documents

• Automatically generated document titles should not be changed manually

• Avoid duplications with customer questions already stored

Automatically captured knowledge

When creating an AI Agent, content from the stored company website 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

Your AI Agent's knowledge base 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 assign information reliably and output it appropriately.

Knowledge base vs. playbooks – What is the difference?

The features serve different functions.

Knowledge base: Determines, what the AI Agent can say.

So which information, facts, and answers are available to it.

Playbooks: Define, how the AI Agent proceeds.

So which steps are followed in a conversation, for example capturing callback details or forwarding a concern to an employee.

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

In the Enterprise plan This allows knowledge sources and processes to be mapped in even greater detail.