What is a knowledge database?
Aknowledge databaseis simply the place where you collect all the information that your AI agent will be able to use to answer questions. It can beFAQs, filesorlinks (URLs)to pages with relevant content.
The AI uses all the material in the database to understand context, find the right answer, and provide smarter, more accurate answers to the user.
It can be said that the knowledge database functions asThe AI's memory,The better and more up-to-date information you fill it with, the smarter it becomes.
This guide shows you how to create a new knowledge base and populate it with content that helps your AI agents respond quickly, accurately, and appropriately.
Create and activate a knowledge base
- Open the organization settings
Click on the gear and selectOrganization settings.
- Go to AI and open Knowledge Bases
Click on“AI”and then onKnowledge databases.
This shows all existing databases that AI agents can use.
- Create a new database
Click on“+ Create knowledge base”.
Give the database a clear name, for example“Product Info AI”or“SupportFAQ AI”.
- Add FAQs
Click on“Add FAQ”and enterthe questionandthe answerin the respective fields.
FAQs help the AI quickly provide answers to common questions.
- Upload files
Click on“Add file”. You can uploadPDF, DOCX, TXT, MDorCSV.
These files can contain detailed information that the AI can read and index.
- Add web addresses (URLs)
Click on“Add URL”and provide relevant links – for example, internal guides, external articles or online documents.
The AI reads these pages and uses them to build its knowledge base.
- Add Zendesk Help Center (optionally)
If your Help Center is in Zendesk, you can enter its Help Center URL. This will index the entire Help Center in the app, allowing the AI to use the content as a source.
- Create the database
Click on"Create"to save and activate the database.
It will now be available for your AI agents to use.
Tip: How to build an effective knowledge base
Once you've created your first knowledge base, the next step is to populate it with the right content and structure it in a way that makes it easy for the AI to find relevant information. Here are some recommendations:
1. Build databases by context
Create separate knowledge bases for different areas or departments.
This allows the AI to respond more accurately and makes it easier for you to keep the information updated.
Example:
- Support– troubleshooting guides, frequently asked questions, instructions.
- Sell– product descriptions, price information, value propositions.
- Economy– invoice management, payment terms, contract issues.
This way you avoid mixing up a sales question with a support response.
2. Start with well-documented files
Build the foundation withfilesthat explains your processes, routines and products.
A well-written PDF, DOCX or TXT file provides a good basis for the AI to read and understand the whole.
Tip:
- Divide longer documents into clear headings.
- Use simple language, the AI interprets clear sentences best.
- Update the files regularly.
3. Add FAQs for quick and easy answers
FAQs are perfect for short questions that recur frequently.
Write each question and answer clearly and focus on the most important things.
Example:
Question:How often is the system updated?
Response:The system automatically updates every night at 3:00 AM.
Feel free to create multiple FAQs per topic; this will help the AI respond faster.
4. Use URLs for public pages
If you already have guides or articles published online, you can add themURLs.
The AI reads the content and uses it as a source for questions.
Good examples of URLs:
- Help Center articles.
- Product pages.
- Status pages or news feeds.
5. Keep the knowledge base alive
See the knowledge database as a living library.
Review it regularly and update when anything changes.
Checklist:
- Delete old documents.
- Add new FAQs when you receive recurring questions.
- Check that links and URLs still work.
6. Think holistically
The AI will only be as good as the material you give it.
The more structured, clear and updated the content is, the better the AI will respond.