How to prepare a knowledge base for an AI assistant
Organize products, policies and FAQs so the AI replies with concrete, current and controlled information.
In a nutshell
An AI converses better when business information is written to be looked up: each topic has a clear answer, an owner and a review date.
Gather the real sources
Start with the materials the team already uses: catalog, list of services, exchange policies, delivery areas, hours and frequent answers. Don't copy everything without reviewing it; remove old versions and contradictions.
The knowledge base should be a source of truth, not a file dump.
- Products and services.
- Prices or rules for quoting them.
- Coverage, hours and availability.
- Exchanges, returns and warranties.
Write to answer questions
Split each topic and use headings that match how a customer asks. A short, specific answer usually works better than a twenty-page document with no structure.
Include examples when a rule could be confusing, and spell out what must not be promised.
- Question or intent.
- Approved answer.
- Conditions and exceptions.
- Next step.
Handling data that changes
Stock, schedules and some prices change quickly. If the source isn't updated automatically, the reply should avoid guaranteeing availability and offer to confirm.
Mark which information is stable and which needs an up-to-date lookup or human intervention.
- Stable: general policy.
- Semi-variable: catalog and rates reviewed periodically.
- Real time: stock, appointments or the status of an operation.
Maintenance and testing
Assign an owner and a review frequency. Test normal, incomplete and ambiguous questions before activating a new source.
Volga lets you load knowledge and use it on WhatsApp, Instagram and webchat. The final quality depends on the content being authorized, up to date and free of data that shouldn't be exposed.
- Date of last review.
- Content owner.
- Test questions.
- Log of important changes.
Frequently asked questions
Questions about this guide
Can I upload any document?
It's best to upload only information approved for answering customers. First remove personal, internal, outdated or contradictory data.
Does the knowledge base replace a stock or calendar integration?
No. A document works for relatively stable information; real-time data needs an updated source or human confirmation.