Knowledge Base

A knowledge base, in the context of AI customer support, is the collection of documents, help articles, and FAQs an AI agent retrieves from using RAG to answer questions accurately.

What goes into a knowledge base

Typical sources include existing help center articles, product documentation, internal policy documents, and previously answered support tickets. The AI agent indexes this content and retrieves the most relevant sections for each incoming question, rather than relying only on general training knowledge.

Knowledge base and ticket deflection

A well-maintained knowledge base is the foundation of ticket deflection — the more accurately an AI agent can answer from existing content, the fewer questions escalate to a human.