Introduction

In this guide, we’ll walk you through how to add and manage your Knowledge Base. Whether you’re a new user or simply looking to refresh your setup, these steps will help you fine-tune your AI agent’s knowledge base and improve customer interactions.

Step-by-Step Overview

1. Locate the Knowledge Base Tab
In the ServiceAgent platform, go to Agent Settings for the relevant AI agent. Within this area, find and select the Knowledge Base tab. This is where you’ll manage the FAQs your AI agent uses to respond to callers.

2. Add or Edit Existing FAQs
In the Knowledge Base section, you may see a heading like Frequently Asked Questions. Click Add Question to create a new entry. Each entry provides boxes for you to enter a “Question” and an “Answer.”

3. Enter Your Question
In the Question field, type the inquiry callers might have—e.g., “Does the AI agent handle after-hours and emergency calls?” Think about how your callers typically phrase their questions.

4. Provide an Answer
In the Answer field directly beneath the question, type the response you want the AI agent to give—e.g., “Absolutely!” This is how you guide your AI agent to answer callers consistently and correctly.

5. Repeat as Needed
If you have more common questions, simply click Add Question again. Each time, you can insert a new question and its matching answer, ensuring your AI agent becomes more comprehensive over time.

6. Save Your Agent
When you’ve finished adding or editing your FAQs, click Save Agent. This step finalizes your changes so your AI agent can immediately access and use the updated information.

Why This Matters

A well-structured FAQ section keeps your AI agent thoroughly informed, so it can handle a wider variety of caller inquiries quickly and accurately. By offering concise, relevant answers, you ensure a smooth customer experience and reduce the need for manual intervention.

If you need further assistance, reach out to our support team at help@serviceagent.ai . We’re here to help you make the most of your AI agent!