A well-written knowledge base helps AI agents sound more accurate, professional, and helpful during real conversations. Below are some tips to make your content easier for the agent to use and useful for the callers.
Clear and direct
Write in plain, conversational language. Avoid long introductions or vague wording, keep explanations clear and concise.
Instead of:
Our platform offers multiple engagement models that vary in deliverability.
Try:
We offer three plans: Starter, Growth, and Enterprise. Each includes different features.
Structure content
Break content into small sections, headers, or bullet points. The agent processes chunks of text, so short, well-labeled pieces work better than big blocks.
Try:
Refund policy
- You can request a refund within 14 days of purchase.
- Refunds are issued to the original payment method.
One idea per paragraph
Avoid combining multiple topics in a single paragraph. Stick to one question or concept at a time. This makes it easier for the AI to find the correct answer.
Only add what you want the agent to say
AI agents may quote the content directly. If something shouldn’t be shared with callers (like internal notes or team instructions), don’t include it in the knowledge base.
No sensitive data
Avoid including personal or account-specific details, passwords, tokens, or internal links.
Keep the base up-to-date
If policies, pricing, or offerings change, update the knowledge base promptly. The agent uses exactly what you’ve added.
Test and refine
After connecting a knowledge base, сall your number and try asking questions based on the content. If the agent struggles, rephrase or split the content into smaller pieces. Try to add headers or rewrite unclear sections.
Think like a caller
Imagine what the customer might ask. Make sure the answer is written clearly somewhere in the knowledge base.