Knowledge Base

The Knowledge Base is the core component of your Quickchat AI Agent. It serves as the foundation for your AI Agent’s understanding of your company, products, and services. A well-structured and comprehensive Knowledge Base ensures your AI Agent can effectively handle user queries and deliver accurate responses.

This guide provides an overview of the Knowledge Base, strategies for building it effectively, and tips for optimizing its performance.

Data sources

You can upload domain knowledge to the Knowledge Base in the following formats:

• Text Articles
  Articles let you manually add content for quick text additions.

  tip

  Aim to cover a single topic in less than 4,000 characters.

• URLs
  Import entire webpages, their AI-generated summaries, or multiple pages from a website.
  Each URL generates an individual article in the Knowledge Base.

  Here’s a breakdown of each import option:

  • Individual URL (AI-enhanced): Imports the entire content of a single webpage and enhances it for improved AI understanding.
  • Individual URL content: Imports the main textual content from a single webpage, excluding unnecessary elements like navigation menus, footers, or sidebars.
  • Site-wide (all URLs): Imports all the webpages from a website, treating each page as a separate article in the Knowledge Base. This option is perfect for importing comprehensive resources, such as full documentation or a company blog.

• PDFs
  Upload PDFs, and their content will be extracted and used in the Knowledge Base.
  Max. file size: 32 MB.

• Intercom Articles
  Easily integrate your Intercom knowledge base with Quickchat AI to allow the AI Agent to utilize Intercom Articles.

Tips for building an effective Knowledge Base

Each uploaded text article, URL, or PDF should be self-contained and comprehensive, covering the topic thoroughly. A well-structured Knowledge Base ensures the AI Agent has the necessary context to respond effectively.

Read the below tips to set your AI Agent for success:

Steps to build and refine your Knowledge Base

1. Get clear on the purpose
   Define the role of your AI Agent and the types of questions it will answer. Organize your knowledge into categories based on user needs and flows.

   E-Commerce AI Agent Example:

   • Browsing & Shopping: Product details, comparisons, and FAQs.
   • Buying: Payment methods, discount codes, and taxes.
   • Delivery: Shipping, order modifications, and tracking.

   Student Loan AI Agent Example:

   • Before Applying: Eligibility and loan conditions.
   • Applying: Guides, terms, and walkthroughs.
   • After Graduation: Repayment schedules and deferrals.

2. Ensure data quality
   The quality of AI responses depends on the data you upload. Focus on:

   • Readability: Remove irrelevant information, tables, or redundant headers from uploaded content.
   • Relevance: Ensure the content answers common questions and aligns with user expectations.
   • Consistency: Avoid contradictory or outdated information, and ensure consistent formatting (e.g., dates, prices).
   • Text-only content: Since images are not supported, ensure vital information is conveyed through text.

3. Prioritize clarity
   Ensure each article is clear, concise, and easy to follow. Use logical paragraph structures and focus on relevant details.

4. Be exhaustive
   Provide as much detail as possible to equip your AI Agent with the knowledge needed to handle complex queries.

5. Use answers instead of Q&A
   Focus on providing comprehensive information rather than specific question-and-answer pairs. The AI Agent can extract relevant details as needed.

6. Embed URLs within text
   Always include URLs within the text for reference. Even when uploading via the URL uploader, linking to products or forms within the text improves usability.

   Example:
   For an e-commerce AI Agent, include links to forms like order cancellation:
   "To cancel an order, submit a request here: https://example.com/cancel-order."

7. Test thoroughly
   Testing is essential to refine your Knowledge Base. Simulate user interactions to identify gaps or inconsistencies and adjust the content accordingly.

Common issues

• The AI Agent skips links or doesn’t include URLs in responses

  Ensure relevant links are embedded within the text of each article.

• Repeated or redundant information

  Avoid uploading duplicate content across multiple Articles.

• Missing key details in responses

  Consider creating separate Articles for specific details, like criteria or special cases.

• Incorrect dates or prices

  Verify and update all Articles to maintain accuracy.

Building an effective Knowledge Base is an iterative process. Start with clear objectives, organize content logically, and test extensively to refine your AI Agent’s performance.

If you need assistance setting up your Knowledge Base or require custom integrations, feel free to reach out to us at contact@quickchat.ai.

Search

The Search feature allows you to quickly find specific articles in your Knowledge Base by searching through both their titles and content.

How to use search

1. Enter keywords or phrases into the Search bar at the top of the Knowledge Management interface.
2. The results will instantly update to display articles containing the entered text in their title or content.

Multi-select and bulk delete

The multi-select and bulk delete functionality makes it easy to manage multiple articles in your Knowledge Base.

How to use multi-select

1. Navigate to the Knowledge Base list
2. Click the “…” sign next to the Article you want to select and click “Select”
3. Check the boxes on the left next to the Articles you want to select. You can select one or multiple aAticles simultaneously
4. Once selected, the Articles will remain highlighted for further actions

How to perform bulk delete

1. After selecting the articles using the multi-select feature, click the Delete option at the bottom to remove the selected articles
2. Confirm your action to delete all selected articles permanently