What is the knowledge base and why it matters

The knowledge base is the set of your company's information that the AI uses to answer your customers: FAQs, policies, procedures, product and service data, support rules.

The quality of AI responses depends directly on the quality of this base. The more complete and organized it is, the more accurately the AI can respond and the less it needs to escalate to a human agent. The AI responds based on what's registered — it doesn't make up information.

That's why keeping the knowledge base up to date is the highest-return investment for your AI-powered support.