AI and automation
Knowledge base
A knowledge base is the collection of documents, web pages, and written answers a business gives an AI so that its replies come from the business's own information.
Also calledhelp centre contentAI training content
Quality here decides quality everywhere downstream: an AI cannot answer better than the material it was given. The common failure is loading everything once and never revisiting it, so the AI confidently quotes a policy that changed six months ago. Treat it as content that needs an owner, not a one-time upload.
More in AI and automation
Worth knowing alongside it.
- Grounding
- Grounding is the practice of making an AI answer from specific source material you supplied, rather than from whatever it absorbed during training.
- Hallucination
- A hallucination is a confident, fluent, and false statement produced by an AI, typically when it has no source for the answer but produces one anyway.