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The quality of your AI staff’s answers depends directly on the quality of your knowledge base. Well-structured content means fewer wrong answers and fewer escalations to you.

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File format

Upload plain text (.txt) or Markdown (.md) files. Keep one topic per file — for example, one file for your product catalogue and a separate file for your return policy.

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What to include and what to leave out

Include

  • Product names, descriptions, specs, and prices
  • FAQs with clear question and answer pairs
  • Return, refund, and shipping policies
  • Working hours and contact details
  • Bulk pricing and discount rules
  • Delivery timelines and areas you serve
  • Payment methods you accept

Leave out

  • Prices you don’t want the AI to quote
  • Internal notes or staff-only information
  • Confidential supplier or cost data
  • Unconfirmed or draft policies

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Tips for better answers

  • Write prices as ₹499 not “four ninety nine” — the AI reads exactly what you write
  • Include common ways customers phrase questions: “How much does it cost?”, “What’s the price?”
  • Update your knowledge base whenever prices or policies change — outdated info leads to wrong answers
  • Keep sentences short and factual — avoid marketing language
If you update a price or policy but don’t update your knowledge base, your AI staff will keep quoting the old information. Make updating your KB part of your process whenever anything changes.

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Sample files

Use these as starting templates and replace the details with your own. 
# Product Catalogue

## NFC Business Card — Standard
Price: ₹499 per card (minimum order: 10 cards)
Material: PVC with NFC chip
Features: Tap-to-share digital profile, works with all smartphones
Delivery: 5–7 business days

## NFC Business Card — Premium Metal
Price: ₹1,299 per card (minimum order: 5 cards)
Material: Stainless steel with NFC chip
Features: Tap-to-share, scratch resistant, lifetime warranty
Delivery: 7–10 business days

## Bulk Discounts
Orders above 50 cards: 15% off
Orders above 100 cards: 25% off

Assign KBs to individual staff

Learn how to connect the right knowledge base to each AI staff member for more focused answers.