Understanding Your Knowledge Base Centralized AI Training for Accurate Customer Interactions

Understanding Your Knowledge Base: Centralized AI Training for Accurate

Customer Interactions Introduction The Knowledge Base is your central hub for managing the information your AI uses to answer customer questions. While your AI automatically syncs with your product catalog and website content, the Knowledge Base allows you to add supplemental information, prioritize specific

• content, and ensure your AI provides accurate, brand-specific answers during customer

conversations.

What's Inside Your Knowledge Base

Your Knowledge Base consists of four main sections

• File Sources: Upload documents like PDFs, TXT files, and CSVs with information not available

on your website URL Sources: Add specific web pages you want your AI to prioritize when answering questions Custom FAQs: Create question-answer pairs for common customer inquiries Promotions: Add active discount codes and promotional information for your AI to mention during customer interactions

How Your AI Uses Knowledge Sources

Your AI combines multiple sources of information when answering customer questions

Automatically Synced Content

1. Product catalog (names, descriptions, prices, variants, etc.)

Collection information and categorization Website content from your online store Basic business information (business hours, contact information)

Knowledge Base Content

1. Custom FAQs you've created

Documents uploaded to File Sources Specific web pages added to URL Sources Promotional information from the Promotions section When a customer asks a question, your AI searches across all these sources to provide the most relevant and accurate answer.

Automatic Website Content Syncing

Your AI is already pre-trained on your website content through our automatic syncing process

Your entire website is automatically scanned and indexed Product information, collection details, and basic website content are incorporated The AI regularly refreshes this information to stay updated with your site changes This means you don't need to manually add every page of your website - the AI already has

access to most of your public-facing content.

How Your AI Finds Relevant Information

When customers ask questions, your AI

Searches across all knowledge sources simultaneously Identifies the most relevant information based on the customer's specific question Gives special attention to the page the customer is currently viewing Combines information from multiple sources when appropriate This relevance-based approach means your AI can find the best information for each unique

question, regardless of which knowledge source contains it. For example

A product question might be best answered using your product catalog A shipping policy question might pull from your File Sources A promotional question will leverage your Promotions section A question about a specific page will prioritize that page's content By adding information to your Knowledge Base, you're expanding your AI's ability to find

• relevant, accurate answers. If you want to ensure your AI provides specific information for
• certain topics, consider adding that content to Custom FAQs or File Sources with clear,

descriptive language that matches how customers might ask about it.

Testing and Verifying Knowledge Sources

The Test & Train feature allows you to see exactly which knowledge sources your AI is using

1. Navigate to AI Training → Test & Train

Type a test question in the chat simulator

1. Review the AI's response
2. Look for the "Sources" dropdown beneath the response
3. Click to expand and see which knowledge sources were used
4. This transparency helps you understand why your AI responds in certain ways and allows you

to identify and resolve any inconsistencies.

Using Promotions in Your Knowledge Base

The Promotions section allows you to inform your AI about ongoing promotional campaigns, ensuring it can mention these during customer conversations. You can add two types of

promotions

Discount-Based Promotions

1. Allow your AI to share functional discount codes with customers

Provide details about discount amounts, applicable products, and usage instructions

Informational Promotions

1. Share details about sales, events, or special offers that don't have specific discount codes

Raise awareness about in-store events, flash sales, or upcoming promotions Direct customers to specific channels (social media, newsletter, physical stores) Adding promotions helps your AI convert more effectively by mentioning relevant offers at appropriate moments during customer conversations. You can also target promotions to specific

customer segments (new vs. returning customers) and control when they're active using start and end dates.

Best Practices for Effective Knowledge Management

Focus on content quality and relevance

1. Create clear, specific content that directly answers common customer questions

Use natural language that matches how customers actually ask questions Include key terms and phrases customers are likely to use in their queries Ensure each knowledge source contains complete information on its topic

Organize information strategically

1. Use Custom FAQs for specific question-answer pairs you want your AI to learn

Upload documents to File Sources for detailed policies or complex information Add URLs for web pages with valuable content your AI should reference Create Promotions to ensure your AI can mention current offers and discounts

Maintain consistent, accurate information

1. Regularly review and update all knowledge sources as information changes

Remove outdated content that could confuse your AI or customers Keep promotional information current with accurate dates and details Ensure information is consistent across all your knowledge sources

Test and refine your AI's responses

1. Use the Test & Train feature to simulate common customer questions

Review which sources your AI references for different types of questions Pay attention to how your AI combines information from multiple sources Continuously improve your content based on actual customer conversations

Common Issues and Solutions

AI provides incorrect or incomplete answers

1. Use Test & Train to identify which questions need improvement

Add more specific, detailed content on that topic to your Knowledge Base Make sure your content uses language similar to how customers ask questions Consider creating Custom FAQs that directly address problematic questions

AI doesn't mention information you've added

1. Check if your content uses different terminology than customer questions

Make your content more specific and directly relevant to likely queries Test with different phrasings of the same question to see what works Add key terms and variations that customers might use in their questions

AI doesn't mention active promotions

1. Ensure promotion descriptions are clear and include key terms customers might use

Verify that promotion dates and customer segments are configured correctly Create Custom FAQs about your promotions for additional reinforcement Test promotion-related questions using different phrasings

Dynamic website content isn't being recognized

1. Add this information directly to your Knowledge Base using Custom FAQs or File Sources

Use clear, descriptive language that matches how customers ask about this content Test with the Test & Train feature to ensure your AI can find this information Consider creating dedicated static pages for important dynamic content

Getting Started with Your Knowledge Base

1. Navigate to AI Training → Knowledge Base in your dashboard

Review each tab to understand the different types of content you can add

1. Start by adding Custom FAQs for your most frequently asked customer questions
2. Upload important documents with policies or details not on your website
3. Add URLs for specific pages with valuable information for customers
4. Create promotions for your current offers and upcoming special events
5. Use the Test & Train feature to test how your AI answers common questions
6. Continue refining your content based on actual customer conversations
7. By thoughtfully creating relevant, accurate content in your Knowledge Base, you can ensure

your AI provides helpful, informative responses that match your brand voice while effectively promoting your current offers and discounts.