A centralized repository of information — documents, FAQs, articles, and guides — that AI agents can reference to answer customer questions accurately.
In modern AI-powered customer service, a knowledge base is the foundation that makes AI agents intelligent. By uploading your documentation, FAQs, product guides, and help articles, you give the AI the context it needs to answer customer questions accurately and consistently.
Knowledge bases typically support multiple source types: URL crawling (pointing AI at your help center), document upload (PDFs, Word docs), FAQ lists, and even code snippets for technical support.
How AI uses a knowledge base
- Chunking — content is split into optimal segments
- Embedding — chunks are converted to vector representations
- Retrieval — when a question comes in, the most relevant chunks are found
- Generation — AI generates an answer using the retrieved context
