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Your AI agent is only as smart as the information you provide it. A well-structured knowledge base is the difference between an agent that confuses your customers and one that converts them into satisfied buyers.

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Why is it so important?

🎯 Accurate responses from day 1
  • Avoid invented or incorrect answers
  • Provide consistent information 24/7
  • Reduce the need for human intervention
📈 Better conversion results
  • More informed customers make better decisions
  • Increases trust in your brand
⚡ Faster implementation
  • Agents ready for production in less time
  • Fewer iterations and subsequent adjustments
  • Faster ROI on your AI investment
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Think of your AI agent as a new team member: it needs the same information, procedures, and context that you would give any employee to be successful.

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📋 Quick checklist: Is your knowledge base ready?

Before starting, verify that you have:
  • ✅ Essentials
  • 🚀 Advanced
  • 📁 Format
  • Basic company information (address, hours, contact)
  • Clear description of main products/services
  • Current prices and promotions
  • Important policies (warranty, returns, shipping)
  • Frequently asked questions from your real customers

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🔧 Best practices by category

Our AI can only read digital text, not images or scanned files.✅ Recommended formats:
  • .docx - Microsoft Word (ideal for structured content)
  • .txt - Plain text (perfect for simple information)
  • .md - Markdown (excellent for technical documentation)
  • .pdf - Only if text is selectable (not scanned)
🧪 Quick test: Can you select and copy the text? If yes, it will work.❌ Avoid these formats:
  • Scanned PDFs or converted from paper
  • Screenshots or photos of documents
  • Images with embedded text
  • Password-protected documents
Golden rule: One topic = One file. AI processes organized information better than massive documents.📁 Recommended structure:
📁 Knowledge Base/
├── 📄 Company-information-2024.docx
├── 📄 Main-products-2024.docx
├── 📄 Warranty-policies-2024.docx
├── 📄 Frequently-asked-questions-2024.docx
└── 📄 Prices-promotions-2024.docx
✅ Within each document:
  • Clear and descriptive title
  • Table of contents (if +3 sections)
  • Hierarchical headings (H1, H2, H3)
  • Complete information in each section
❌ Avoid:
  • Giant documents mixing everything
  • Ambiguous titles like “Info.docx”
  • Skipping heading levels (H1 → H3)
  • References to “the above” or “as mentioned”
Key principle: Each paragraph should work independently. AI can read isolated fragments.🎯 Complete context always:
  • Include specific names, dates, places
  • Don’t use references like “this”, “the above”, “as mentioned”
  • Each sentence should be self-sufficient
Writing examples:✅ Excellent:
“The Xiaomi smartphone warranty covers factory defects for 12 months from purchase in Mexico, excluding water damage or impacts.”
❌ Problematic:
“It has 12 months coverage, but doesn’t include external damage.”
📝 Clear and consistent language:
  • Short and direct phrases (maximum 25 words)
  • One term per concept (“customer” OR “user”, not both)
  • Define acronyms: “CRM (Customer Relationship Management)”
  • Avoid technical jargon without explanation
Quick trick: Read each paragraph out of context. Is it completely understood? If not, add more context.
Why it’s important: AI learns patterns. Documents with similar structure improve response accuracy.🛠️ Product sheet template:
# [Product Name]

## General description
[What it is and what it's for]

## Technical specifications
[Detailed features]

## Prices and availability
[Current price information]

## Frequently asked questions
[3-5 real customer questions]

## Contact and support
[How to get specific help]
🏢 Company information template:
# [Company Name]

## Who we are?
## Main services
## Location and hours
## Contact methods
## Important policies
Create a master document with your template and duplicate it for each new content. This guarantees automatic consistency.
Winning strategy: Include the REAL questions your customers ask, not the ones you think they should ask.📋 Recommended format:
## Frequently Asked Questions

**Q: Do you ship on weekends?**
A: We ship Monday through Friday. Friday orders are processed the following Monday.

**Q: Can I cancel my order?**
A: You can cancel at no cost up to 2 hours after confirming your order by calling 555-0123.
🎯 Sources of real questions:
  • Customer support chat
  • Support emails received
  • Social media comments
  • Frequent sales questions
❌ Avoid vague answers:
  • “It depends on each case”
  • “Contact for more information”
  • “Subject to availability”
Update FAQs monthly with new real questions. An updated knowledge base = better conversions.
Common problem: AI doesn’t distinguish between versions. If it finds conflicting information, it can mix incorrect answers.🎯 Single source strategy:
  • One fact = One place
  • Delete old versions before uploading new ones
  • Use file names with dates for version control
Problematic examples: ❌ warranty-v1.pdf says 6 months ❌ warranty-final.pdf says 12 months ❌ warranty-updated.pdf says 24 monthsResult: AI could answer “between 6 and 24 months” 😱✅ Solution:
  • Only keep: warranty-march-2025.pdf with updated information
  • Delete all previous versions
Before uploading an updated document, delete the previous version from the knowledge base. AI cannot distinguish which is the “correct” version.
Golden rule: An outdated knowledge base is worse than having no knowledge base.📅 Recommended maintenance calendar:Weekly:
  • Review new customer questions
  • Update promotions or temporary prices
Monthly:
  • Audit AI agent responses
  • Add new identified FAQs
  • Verify policy validity
Quarterly:
  • Complete review of entire base
  • Remove obsolete information
  • Update contact information and hours
🎯 Indicators you need to update:
  • Customers mention incorrect information
  • Changes in products, prices, or policies
  • New frequently asked questions not covered
  • Agent can’t answer current topics
Name your files with dates: prices-january-2025.pdf is better than new-prices.pdf. It will help you identify what needs updating.

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🏢 Industry-specific guides

Each sector has critical information that your agents MUST know to be effective:
  • 🏥 Healthcare
  • 🏠 Real Estate
  • 🎓 Education
  • 🛒 E-commerce
  • 🚗 Automotive
Essential information:
  • Specific hours by specialty
  • Available procedures and requirements
  • Approximate costs and payment methods
  • Typical wait times
  • Exact location and parking
  • Cancellation/rescheduling policies
Optimized example:
“Dr. Lopez (cardiology) sees patients Tuesdays and Thursdays 9:00 AM to 1:00 PM in Office 205. Consultation cost: $800 MXN. Requires medical referral. Free parking available.”

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🚀 Next steps to implement

1

Evaluate your current base

Use the initial checklist to identify what information you’re missing.
2

Select your industry

Apply specific recommendations for your sector.
3

Organize your documents

Structure information using suggested templates.
4

Test and optimize

Test your AI agent and adjust the base according to results.
Need specific help? Each industry has unique nuances. If your sector isn’t covered here, apply general principles and focus on the most frequent questions from your real customers.