An AI assistant needs information that your business can stand behind. If it receives contradictory documents, outdated prices, or incomplete instructions, the team will have to correct responses and reconstruct the context. Preparing a knowledge base means turning what the company knows into clear, current, and authorized references for the intended use. Before activating the assistant, it is worth deciding which questions it will be able to help answer and which matters people responsible will need to review.
Start with a scope you can review
Choose a specific group of questions, such as hours, service features, or requirements for requesting a quote. Gather common real inquiries and organize them by topic. For a first stage, avoid including the entire company archive. A limited scope makes it easier to check whether the answers are useful and identify what information is missing.
Hypothetical example: a maintenance company decides to start with service areas, reception hours, and the information needed for a visit. Diagnoses, final estimates, and scope changes require team review. This separation makes it possible to design specific answers for the initial questions without attributing decisions to the assistant that no one has authorized it to make.
Select internal sources with an owner
Create an inventory of catalogs, pages, customer service instructions, and operational documents. Ask the person responsible for each topic to confirm which is the valid reference. When two versions exist, resolve the difference before adding them. Previous conversations can help uncover frequently asked questions, but their answers need validation before becoming general instructions.
- Oferta: descripción de productos o servicios y condiciones aplicables.
- Operación: horarios, cobertura y requisitos para iniciar una solicitud.
- Atención: preguntas frecuentes y pasos que puede seguir el cliente.
- Excepciones: situaciones que necesitan una revisión individual.
- Responsables: persona o área que valida cada contenido.
Also separate information intended for customers from information reserved for the team. An internal note about costs or negotiation may be useful to an authorized person and inappropriate in a public response. Review what information will be available for each use before enabling it.
Write responses with conditions and limits
For each topic, prepare a representative question, a validated answer, and the conditions that could modify it. Use direct wording and avoid vague references such as “the usual price” or “the main branch.” Specify the service, location, or scenario to which the answer applies.
Include what should happen when information is missing. If a quote depends on measurements, materials, or a technical visit, the content should explain those requirements. If an exception exists, indicate who can review it. A useful instruction would be to request the missing information and route the inquiry, rather than filling in an answer that the business has not validated.
Define how to keep the information current
Add the review date, owner, and event that will require each piece of content to be updated to your editorial tracking. Some changes have a known date, such as the end of a promotion. Others depend on an operational decision, such as expanding coverage. The knowledge base needs a process for removing or replacing references that no longer apply.
Agree on where the current version is published and who gives notice when changes occur. Avoid leaving a modification only in a chat. Before adding an updated document, check that it does not contradict pages, frequently asked questions, or other references the assistant may consult.
Test with fictional cases before opening access
Prepare a set of invented inquiries that does not use real customer data. Include common questions, incomplete requests, an exceptional condition, and an out-of-scope topic. Evaluate whether the answer matches the authorized source, recognizes missing information, and correctly explains the next step.
Ask someone who did not write the knowledge base to review the results. If they find an ambiguous answer, first correct the reference or scope and test again. Keep the test cases so you can repeat them when an important part of the content changes. The initial review should continue after activating the assistant.
Checklist for preparing your assistant in Onix Board
- Las fuentes autorizadas están identificadas y no se contradicen.
- Cada tema tiene un responsable y una referencia de vigencia.
- Los usos internos y la atención a clientes tienen límites definidos.
- Las excepciones explican cuándo debe intervenir una persona.
- Las pruebas ficticias cubren preguntas comunes y casos fuera de alcance.
Onix Board AI agents can consult authorized information and assist customers and team members. To explore how to prepare that content and define an appropriate scope for your small business, request information at https://onixboard.com/contact. Bring your frequently asked questions and the sources your business already uses.