Knowledge Base
The structured collection of information an AI agent draws from to answer customer questions—help articles, documentation, FAQs, and internal content that serves as the agent's source of truth.
More Than a Help Center
A knowledge base for AI isn't just a collection of help articles customers can browse. It's the foundation that determines what your AI agent can and can't answer. Every gap in your knowledge base is a question your AI agent will either get wrong, hallucinate an answer for, or escalate to a human. The quality of your knowledge base directly determines your resolution rate.
This makes knowledge management a strategic function, not an afterthought. Organizations running AI at scale treat their knowledge base as a product—continuously updated, measured for coverage, and optimized based on what customers actually ask.
What Makes a Good Knowledge Base for AI
AI agents need different things from knowledge content than human readers do. Clarity and specificity matter more than marketing polish. Each article should answer one question completely rather than covering broad topics superficially. Structured content with clear headings helps retrieval systems find the right information. And coverage matters—if your knowledge base covers 70% of common questions, your AI agent's ceiling is roughly 70%.
The Knowledge-Performance Connection
There's a direct, measurable relationship between knowledge base quality and AI agent performance. Teams that invest in comprehensive, well-structured knowledge content see resolution rates climb. Teams that treat knowledge as a one-time setup see their AI agent plateau. The difference between a 40% and 60% resolution rate is often not the AI model—it's the content the model has to work with.