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Knowledge Overview

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Importance of Knowledge for Your Agents

Your agent’s knowledge base is the foundation of its ability to provide accurate, relevant, and business-specific responses. While Large Language Models (LLMs) possess broad general knowledge, they need your specific business information to truly represent your brand and serve your customers effectively.

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What Knowledge Does Your Agent Need?

Think of your agent as a new employee joining your team. Just as you would provide comprehensive training materials to ensure they understand your:
  • Product details and specifications
  • Company policies and procedures
  • Brand voice and communication guidelines
  • Customer service protocols
  • Frequently asked questions
  • Technical documentation
Your AI agent needs similar knowledge to perform effectively. Without proper knowledge configuration, even the most advanced LLM can only provide generic responses that may not align with your business needs.

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Impact on Response Quality

When you provide your agent with high-quality, relevant knowledge:
  • It can answer specific questions about your products and services with precision
  • Responses align perfectly with your company policies and procedures
  • Communication maintains consistency with your brand voice
  • Customer inquiries are handled according to your established protocols
  • Complex technical questions can be addressed with accurate, documented information
To build this knowledge base effectively, start by gathering the essential materials you use for employee training—including product manuals, internal wikis, company policies, and customer service guidelines. These resources will serve as the foundation for your agent’s expertise.