How to Prepare a Knowledge Base for an AI Agent: Step-by-Step Guide

What Is an AI Agent's Knowledge Base

A knowledge base is a set of documents that an AI agent learns from to answer your customers' questions. The better the knowledge base — the more accurate and useful the agent's responses.

Most problems with AI agents ("answers are off-topic", "doesn't know about our products") come not from weak technology, but from a poorly prepared knowledge base. This is the most important stage of the entire implementation.

What Should Be in the Knowledge Base

1. FAQ — Questions and Answers

Collect all the questions customers ask most frequently. Ask your managers to write them down for a week. Usually 80% of questions are covered by 20–30 answers.

Example of a good FAQ entry:

Question: Can I return an item if it doesn't fit?
Answer: Yes, within 14 days of receiving it, provided the item is unused and the packaging is intact. To initiate a return, message us with your order number and reason — we'll send you instructions.

Important: answers should be in conversational language, not legal language.

2. Product or Service Information

• Names, specifications, prices
• How one option differs from another
• Who each product is right for
• What's included in the price, what costs extra

If you have a large catalog — you don't need to enter each item manually. A data export from your website or CRM in CSV or Excel format is sufficient.

3. Terms of Service

• Delivery terms (timeline, cost, geography)
• Payment terms
• Warranty and service
• Return and exchange policy
• Service agreement or public offer (if applicable)

4. Sales Scripts and Objection Handling

If you have proven scripts for your managers — include them. The agent will learn to handle objections just like your best salesperson.

Example:

• Customer: "It's too expensive"
• Response: "I understand. What are you comparing it to? We offer payment in 3 installments with no interest — that might make it more manageable."

5. Company Information

• Who you are and what you do
• Where you're located, working hours
• Contact information for different types of inquiries
• Social proof: number of clients, years in business

How to Structure Documents

Poor structure: One large text file with everything dumped together. The agent will struggle to navigate and give imprecise answers.

Good structure: Separate documents by topic:

📁 Knowledge Base
├── 📄 FAQ_general.docx
├── 📄 Services_catalog.xlsx
├── 📄 Delivery_terms.docx
├── 📄 Return_policy.docx
├── 📄 Sales_scripts.docx
└── 📄 About_company.docx

What File Formats Work

Almost any format works:

• Word (.docx) — ideal for text documents
• Excel (.xlsx) — for catalogs and price lists
• PDF — for contracts and official documents
• Google Docs / Sheets — you can share a link
• Text files (.txt, .md)

No need to convert — just send what you have.

Common Mistakes When Preparing the Knowledge Base

Mistake 1: Too Generic Information

❌ "We sell quality furniture at good prices"
✅ "Sofa Comfort L-shape, microfiber fabric, colors: gray/beige/blue, size 280×200 cm, price $650, delivery 5–7 days"

Mistake 2: Outdated Information

If prices changed 3 months ago but the documents still show old ones — the agent will give incorrect information. Update the knowledge base whenever anything changes.

Mistake 3: Legal Language Instead of Conversational

❌ "Return of goods is carried out in accordance with consumer protection legislation within 14 calendar days..."
✅ "You can return within 14 days. Just message us — we'll take care of it quickly."

Mistake 4: No Objection Handling

If customers frequently say "too expensive," "let me think about it," "I'll compare with others" — and there are no answers to this in the base — the agent will stay silent or respond generically.

How Long Does Preparation Take

| Business Size | Document Volume | Preparation Time | |---|---|---| | Small (up to 50 products/services) | 5–10 documents | 3–5 days | | Medium (50–500 items) | 10–30 documents | 1–2 weeks | | Large (500+ items) | 30+ documents | 2–4 weeks |

Usually a business already has most of these documents — you just need to gather them in one place and update any outdated information.

Who in the Company Handles the Knowledge Base

The ideal person is the head of sales or customer support. This person knows what questions customers actually ask and how to answer them.

Set aside 2–3 days of this employee's time and the knowledge base will be ready. It's a one-time investment — after that, updates take a few hours per month.

What Happens After You Submit the Documents

We upload the documents, process them, and train the agent. The first test is usually conducted 3–5 days after receiving materials. We test together with you — checking the most challenging scenarios and fine-tuning the responses.

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Have questions about preparing a knowledge base for your business? Write to our AI agent — it will review what you already have and identify exactly what needs to be prepared before implementation, at no charge.