The knowledge base is your assistant's "brain": it contains all the information that the assistant can use to answer users' questions. It is composed of documents, files and web content that you upload or that the system acquires automatically.
Knowledge base components
Uploaded files
- PDF, Word, text documents and other supported formats
- Manuals, FAQ, technical documentation
- Brochures, product catalogs
- Company policies, terms of service
Web content (Crawler)
- Pages of your website scanned automatically
- Blog posts, articles, informational pages
- FAQ sections of the site
- Dynamically updated content
How search works
When a user asks a question, the system:
- Analyzes the question: Understands what the user is asking
- Searches in the knowledge base: Finds the most relevant content
- Processes the answer: The AI uses the found information to formulate an accurate answer
- Provides the answer: The user receives an answer based on your content
Advantages of a well-structured knowledge base
- Accurate answers: The assistant responds with information specific to your company
- Consistency: All answers are based on your official documents
- Updatable: You can easily add or modify information
- Quality control: You know exactly where the information comes from
Types of most effective content
For customer support
- Official FAQ
- Product user manuals
- Problem-solving guides
- Warranty and return policies
For sales
- Product catalogs
- Technical specifications
- Price lists
- Product comparisons
For general information
- About us, company history
- Contacts and locations
- Service hours
- Certifications and quality
Effective organization
- Structured documents: Use clear titles, subtitles and paragraphs
- Updated information: Remove obsolete content regularly
- Adequate format: Prefer well-formatted text over text images
- Completeness: Make sure every topic is covered completely