Knowledge base
Knowledge base — A knowledge base is the collection of FAQs, help center articles, product docs, and policies an AI agent retrieves from when answering customer questions. Quality of the answers depends on the depth and freshness of the knowledge base.
An AI agent without a knowledge base is generic — it answers from training data, not your business. With a knowledge base, it answers from your shipping policy, your sizing guide, your return window — the things customers actually ask about.
Knowledge bases are typically built three ways: crawl your existing help center URL, upload PDFs/docs, or write FAQs in a dashboard. Quality tools re-index automatically as content changes so answers stay current.
Vector search over the knowledge base lets the agent find relevant passages even when the customer's question doesn't match keyword-for-keyword. Confidence scores from the retrieval step drive the handoff decision: low-confidence answers escalate to a human rather than getting fabricated.
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