This is the most important step in the knowledge base creation process. Your entries are displayed across all modules, so they need to meet certain criteria.
Entries need to not only be helpful and relevant to your customers, but also fit every module format.
Use full sentences, not keywords
Never use single keywords as a question. For example, “shipping” could mean several things, such as “shipping costs,” “shipping times,” “shipping status.”
“Shipping” works as a category, however. You would then create different entries for each shipping topic, like the examples above. But again, use complete sentences, “What are your shipping costs?”
This makes it possible for the AI to extract the intent and answer the customer.
Create separate entries for questions even if the answer is similar or the same
Mixing questions, even if they’re similar and have the same answer, is confusing for the AI. You’ll inevitably run into problems.
For example, these two questions have a different intent, but essentially the same answer:
Intent 1: Why are you raising my electricity bill?
Intent 2: I don’t accept the billing increase.
To make it easier for the AI to learn the intent, create separate entries for these questions. Plus, your answers may change in the future. Combining intents may lead to you needing to rebuild the knowledge base and will reverse all the progress your AI made.
Keep answers consistent for all automation modules
Since the knowledge in your database is shared across modules, the information should be concise with just enough details.
Longer answers with multiple images may make sense in a FAQ page, but not in a chatbot message.
Condensing your answers to apply to all modules will save your team from spending extra time rewriting the same answers to apply to different formats. Of course you can create different answers per module, but it will make your setup far more complex.
It’s better to have many specific and targeted questions, like in the Tushy example above, than a short collection of long help articles. It’s easier to digest and reads well in a chatbot conversation.
When needed, link to blog posts or landing pages that go into more detail about a topic.