Setting Up and Using Knowledge Base in your AI Workspace

Introduction

This guide walks through how to create and use the Knowledge Base feature in your AI Workspace for chat assistants only. If you're building a voice assistant, a separate guide will be available soon. This Knowledge Base is perfect for giving your assistant reliable, company-specific information to pull from in chat interactions.

Steps to Create and Use a Knowledge Base

1. Create a Knowledge Base

• Go to the Knowledge tab on the left-hand menu.
• Click New Knowledgebase in the top right corner.
• Name your Knowledge Base (e.g., “Support KB” or “Plans and Pricing”).
• Click into the Knowledge Base to begin adding data sources.

2. Add Data Sources

You can add information through the following methods:

a. Text Input

• Click Add Data Source > Text.
• Manually input something like:
  “My favorite color is red.”
• Name the entry (e.g., "Favorite Color").

b. FAQs (Recommended)

• Click Add Data Source > FAQs.
• Add a question and a matching answer. Example:
  • Q: "How much does your AI cost?"
  • A: "Solopreneur: $74/mo, Agency Starter: $197/mo, Growth Plus: $397/mo, Enterprise: $897/mo."
• Continue adding common questions such as:
  • What’s included in each plan?
  • What’s in your solopreneur plan?
  • What is your enterprise plan?
• This method offers the most consistent responses and is the best way to scale your Knowledge Base quickly.

c. File Uploads

• Click Add Data Source > File.
• Upload documents such as PDFs with service or pricing information.
• The system will automatically chunk and vectorize the content.

d. URLs

• Click Add Data Source > URL.
• Paste in a website link (e.g., weather.com).
• This adds extra context but may not be as accurate or detailed as other sources.

3. Ranking Data Source Types (Best to Least Reliable)

1. FAQs – Highest accuracy, tailored responses.
2. Text – Flexible, good for custom facts or definitions.
3. File Upload – Works well for structured documents like service menus.
4. URL – Least consistent, best used as a supplemental data source.

4. Testing Your Knowledge Base

• Click Test Results in the top-right of your Knowledge Base.
• Ask test questions like “What is your favorite color?”
• If the match score is 100%, it found an exact match.
• If the match score is low or doesn’t respond well, click the + Add icon to reinforce that query and improve its match score.

5. Updating with Missing Answers

• If the assistant can’t answer a question like “What are your plans?”, you can add:
  • Q: What are your plans?
  • A: Solopreneur, Agency Starter, Growth Plus, and Enterprise.
• Repeat this process for each plan overview if the assistant misses any.
• This helps improve retrieval and accuracy for future chats.

Tips

• Use FAQs first—they perform the best in matching real user queries.
• Don’t rely only on URLs—supplement them with text or files.
• Keep answers simple and to the point.
• Test your Knowledge Base regularly to make sure responses are still accurate.

Summary

Use the Knowledge Base feature to help your chat assistant answer questions more accurately using your company’s data. Start with FAQs for the best results, then expand with text, files, or URLs as needed. Always test and refine for best performance.

• Create a Knowledge Base and name it.
• Add data: FAQs → Text → Files → URLs.
• Test with realistic questions.
• Reinforce low-match questions by adding them directly.
• Keep refining it over time to match what your users ask most.