How to Prepare Knowledge Sources for AI

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 6 min
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Ensure your business information, FAQs, policies, and pricing are accurate, structured, and up-to-date before connecting them to your AI agents.

    Who this article is for

    This article is for content managers and administrators responsible for training AI agents.

    Overview

    Your AI tools are only as effective as the information they are trained on. Preparing clear, concise, and accurate knowledge sources is critical for preventing incorrect AI responses and ensuring a professional customer experience.

    Step 1: Audit Existing Information

    Review your website, pricing documents, and internal policies. Ensure all public-facing information is current. The AI will use this data to answer customer questions.

    Step 2: Draft Clear FAQs

    Create a structured document of frequently asked questions. Write definitive, concise answers. Avoid vague language or contradictory statements.

    Step 3: Define Escalation Triggers

    Identify topics the AI should not handle, such as custom quotes, legal disputes, or complex technical support. Document these clearly so you can set up restricted topics in the AI configuration.

    Step 4: Structure Text Snippets

    For information not found on your website, prepare clean text snippets. Use bullet points and clear headings to help the AI parse the information effectively.

    Step 5: Regular Review Cycle

    Establish a process to review and update your knowledge sources regularly. If your pricing or policies change, the AI's knowledge base must be updated immediately.

    Configuration note

    Knowledge sources must be reviewed, updated, and tested regularly. We do not guarantee AI accuracy. AI behaviour depends heavily on the quality of the knowledge sources provided.

    Resolution guidance

    Why is the AI ignoring my new pricing?

    You must manually re-sync or update the knowledge sources within the AI settings whenever your business information changes.

    Was this article helpful?

    Need account-specific help?

    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.