Skip to main content

Knowledge Overview

Your agent is only as smart as the knowledge you give it. Learn how to build a powerful knowledge base that makes your agent incredibly helpful and accurate.

Why Knowledge Matters​

Think of knowledge as your agent's "brain" - it's what allows your agent to give accurate, helpful answers instead of generic responses.

Without Good Knowledge:​

❌ "I don't have information about that"
❌ Generic, unhelpful responses
❌ Customers get frustrated and leave
❌ Missed opportunities for sales and support

With Great Knowledge:​

✅ Specific, accurate answers about your business
✅ Helpful recommendations and solutions
✅ Customers get the help they need instantly
✅ More leads, bookings, and happy customers

What Should You Add to Your Knowledge Base?​

🏢 Essential Business Information​

  • Company overview - what you do, your mission, your story
  • Services or products - detailed descriptions, features, benefits
  • Pricing information - rates, packages, what's included
  • Contact details - phone, email, address, hours
  • Policies - refunds, cancellations, terms of service

❓ Frequently Asked Questions​

  • Questions customers ask most often
  • Support issues and their solutions
  • Common objections and how to address them
  • Step-by-step instructions for your products/services

📋 Process Information​

  • How customers can get started with you
  • Your onboarding or consultation process
  • What to expect when working with you
  • Next steps after initial contact

🎯 Sales & Marketing Material​

  • Case studies and success stories
  • Product comparisons and recommendations
  • Industry-specific information
  • Benefits and value propositions
  • Common objections and responses

How to Organize Your Knowledge​

🚀 Start Simple, Build Up​

Don't try to add everything at once. Start with your most important information:

  1. Week 1: Basic company info and top 10 FAQs
  2. Week 2: Product/service details and pricing
  3. Week 3: Policies and procedures
  4. Week 4: Advanced topics and edge cases

📂 Organize by Topic​

Group related information together:

  • Company Info (about us, mission, values)
  • Products/Services (features, benefits, pricing)
  • Support (FAQs, troubleshooting, policies)
  • Sales (processes, next steps, contact info)

✅ Quality Over Quantity​

  • Write clear, specific answers
  • Use your brand's voice and tone
  • Include examples when helpful
  • Update information regularly
  • Test your agent with real customer questions

Knowledge Success Tips​

🎯 Think Like Your Customers​

  • What questions do they ask most?
  • What are their biggest concerns?
  • What information helps them make decisions?
  • What would make their experience better?

📝 Write for Humans, Not Robots​

  • Use natural, conversational language
  • Explain things simply (avoid jargon)
  • Include specific details and examples
  • Make information easy to scan

🔄 Keep It Fresh​

  • Review and update monthly
  • Add new questions as they come up
  • Remove outdated information
  • Ask your team what knowledge gaps they notice

What Happens Next?​

Once you've built your knowledge base:

  1. Test it - Ask your agent questions customers would ask
  2. Refine it - Add missing information you discover
  3. Monitor it - Check analytics to see what questions it can't answer
  4. Expand it - Keep adding valuable content over time

Your knowledge base is living document that grows smarter with your business.

Ready to Get Started?​

✅ Next Step: Add Your First Knowledge Sources
📚 Need Examples?: Knowledge Base Templates
❓ Questions?: Contact us at contact@optimly.io