Knowledge sources provide crucial information to the AI Objective Step, enabling it to engage with customers accurately and autonomously. By supplying business-specific data, you give your AI the context it needs to handle specialized conversations confidently.
This guide explains what to include in your knowledge sources and how to structure them effectively.
Your AI Objective Step doesn’t have access to your unique business details by default. To enable it to answer accurately, provide information such as:
Company policies
Product or service specifications
Pricing and plans
Support processes
Shipping, return, or refund guidelines
Use materials that are accurate, up to date, and well-organized. Recommended types include:
Manuals, help center articles, guides, and FAQs are excellent because they are usually:
Well-structured and easy for AI to process
Designed to answer common questions clearly
Google Docs work well for content that needs frequent updates. Use the Published link (not the editable one) to ensure proper access, and remember to resync manually after making changes.
Your company website or blog can provide the latest product or service information. Use the auto-sync feature to keep your knowledge sources updated at set intervals.
Avoid using web pages with heavy imagery or poor structure, as they are harder for AI to interpret.
Real conversation examples help teach the AI Objective Step appropriate tone, phrasing, and domain-specific terminology. They also help it learn to handle informal language, slang, or different speaking styles.
Important: Verify transcripts for accuracy and remove sensitive or private information before use.
When developing your knowledge sources, follow these key recommendations:
Keep it clear and concise: Use straightforward language and avoid jargon or overly complex terms.
Cover common questions: Include information that addresses frequent inquiries and customer pain points.
Keep it updated: Regularly review and update your knowledge sources to reflect the latest information.
Rewrite for clarity: Improve readability to ensure the AI Objective Step can easily understand and use the content.
Analyze AI performance: Review conversations to identify areas where the AI Objective Step struggles or provides inaccurate responses. Adjust the knowledge sources or AI Persona accordingly.
Test and refine: Continuously test AI responses and iterate until the performance meets your expectations.
Multi-language capability: Knowledge sources now support content in any language. You can include multiple languages within the same source, and the AI Objective Step will retrieve and respond in the appropriate language automatically.
Follow these formatting and structural best practices to optimize your knowledge sources:
Be focused and precise: Provide targeted, task-relevant information to help the AI Objective Step locate answers quickly.
Use task-based organization: Structure content by the tasks or functions the AI Objective Step needs to handle. Start by defining its role through the AI Persona, then provide supporting knowledge sources tailored to that role.
Use headings: Create a clear hierarchy to improve readability for both humans and AI.
Indent information where needed: Indentation helps organize content and makes it easier to scan.
Highlight key points: Use bold formatting to emphasize important details.
Use complete sentences: Full sentences improve clarity and reduce misunderstandings.
Example of good FAQ formatting:
Recommended:
Question: Can customers return the item within 30 days of receiving it?
Answer: Yes, customers can return the item within 30 days of receiving it, as long as the price tag is intact.
Not recommended:
Question: Can customers return the item?
Answer: Yes.
By following these guidelines and best practices, you can create high-quality knowledge sources that empower your AI Objective Step to deliver accurate, confident, and human-like responses.
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