Knowledge Base

Product Name | SKU | Price | Description | Availability
Blue Sneakers | BLU-SNK-01 | $89.99 | Comfortable... | In Stock
Red Jacket | RED-JKT-02 | $129.99 | Warm... | Low Stock
```text

**Service Menus:**
```text
Service | Duration | Price | Description
Haircut | 30 min | $45 | Professional...
Coloring | 90 min | $120 | Full color...
Highlights | 120 min | $150 | Partial or full...
```text

**Import via:**
- CSV upload
- Excel files
- API integration
- Manual entry

**[Screenshot placeholder: Data import]**

---

## Managing Knowledge

### Adding Content

#### Upload Documents

1. Go to **Knowledge Base**
2. Click **Upload Document**
3. Select file(s)
4. Add tags (optional)
5. Set category (optional)
6. Click **Upload**
7. Wait for processing
8. Review and edit if needed

**Processing Time:**
- Small files (<1MB): Seconds
- Medium files (1-10MB): 1-2 minutes
- Large files (10-50MB): 2-5 minutes

### Organizing Content

**Categories:**
- General Information
- Products & Services
- Policies & Procedures
- Technical Support
- Billing & Payments
- Custom categories

**Tags:**
- Use descriptive tags
- Keep consistent naming
- Use hierarchical tags (e.g., "product/shoes/sneakers")
- Limit to 5-10 tags per item

**[Screenshot placeholder: Content organization]**

### Editing Content

**Edit Existing:**
1. Find content in knowledge base
2. Click **Edit**
3. Update information
4. Save changes
5. Changes take effect immediately

**Bulk Operations:**
- Select multiple items
- Add/remove tags
- Change category
- Delete
- Export

### Search & Filter

Find content in your knowledge base:

**Search by:**
- Keywords
- Tags
- Category
- Date added
- File type
- Source

**Example Searches:**
```text
"return policy" - Find all return policy content
tag:products - All product-related content
category:support - Support documentation
type:pdf - All PDF documents
```text

---

## AI Training

### How AI Uses Knowledge

Your AI Agent uses the knowledge base to:

1. **Answer Questions**
   - Searches relevant content
   - Extracts accurate information
   - Provides sourced responses

2. **Provide Context**
   - Understands your business
   - Maintains brand voice
   - Offers personalized recommendations

3. **Make Decisions**
   - Follows policies
   - Applies business rules
   - Escalates appropriately

### Knowledge Quality

**Improve AI accuracy:**

**Do:**
- Keep information up to date
- Provide complete answers
- Use clear, simple language
- Cover common questions
- Include examples
- Maintain consistency

**Don't:**
- Leave outdated information
- Use vague or ambiguous language
- Contradict other content
- Skip important details
- Use overly complex jargon

### Testing Knowledge

**Verify AI understanding:**

1. Go to **Knowledge Base** > **Test**
2. Ask test questions
3. Review AI responses
4. Check confidence scores
5. Refine knowledge if needed

**Test Scenarios:**
```text
Test: "What are your hours?"
AI Response: "We're open Monday-Friday..."
Confidence: 98% ✅
Source: FAQ #12

Test: "Do you ship internationally?"
AI Response: "I don't have information about..."
Confidence: 45% ⚠️
Action: Add international shipping policy
```text

**[Screenshot placeholder: Knowledge testing interface]**

---

## Knowledge Sources

### Priority Order

When multiple sources have similar information:

1. **Structured Data** - Current product/service info
2. **Recent Documents** - Latest policies and procedures
3. **Website Content** - General information
4. **Historical Documents** - Archive reference

**Override Priority:**
- Mark content as "Priority" to boost ranking
- Set expiration dates for time-sensitive info
- Update content to refresh priority

### Conflicting Information

**How AI handles conflicts:**

1. **Use most recent** - Newer content preferred
2. **Check specificity** - More specific answers prioritized
3. **Consider confidence** - Higher confidence sources favored
4. **Escalate if uncertain** - Ask for clarification

**Best Practice:**
- Regular audits for conflicts
- Remove outdated content
- Keep single source of truth
- Version control important info

---

## Analytics

### Knowledge Usage

Track how your knowledge base is used:

**Metrics:**
- Most accessed content
- Search queries
- Answer success rate
- Coverage gaps
- Confidence scores

**Insights:**
```text
Top Content (Last 30 Days):
1. Return Policy - 342 uses
2. Business Hours - 289 uses
3. Product Catalog - 234 uses
4. Shipping Information - 198 uses

Low Confidence Queries:
1. "international shipping" - Avg confidence: 42%
2. "wholesale pricing" - Avg confidence: 38%
3. "custom orders" - Avg confidence: 35%

Action: Add content for low-confidence topics
```text

**[Screenshot placeholder: Knowledge analytics]**

### Coverage Analysis

Identify gaps in knowledge:

**Unanswered Questions:**
- Questions AI couldn't answer
- Low confidence responses
- Escalations due to lack of info
- Customer feedback

**Coverage Report:**
```text
Overall Coverage: 87%

Well Covered:
✅ General Information: 95%
✅ Products: 92%
✅ Business Hours: 98%

Needs Improvement:
⚠️ Technical Support: 68%
⚠️ Billing Issues: 72%
❌ Customization Options: 45%

Recommendation: Add technical documentation
and billing procedures
```text

---

## Best Practices

### Content Strategy

**Start with Essentials:**
1. Business hours and contact info
2. Product/service catalog
3. Pricing information
4. Common policies (returns, shipping, etc.)
5. FAQ from customer questions

**Expand Based on Data:**
- Monitor unanswered questions
- Track low-confidence responses
- Review customer feedback
- Analyze conversation topics

**Maintain Quality:**
- Review monthly
- Update outdated info
- Remove deprecated content
- Test regularly
- Gather team feedback

### Content Format

**Write for AI and Humans:**

**Good Example:**
```text
Q: What is your cancellation policy?
A: You can cancel appointments up to 24 hours in advance
for a full refund. Cancellations within 24 hours are
subject to a 50% fee. Same-day cancellations or
no-shows are charged the full amount.

For medical emergencies or severe weather, we waive
cancellation fees. Contact us at (555) 123-4567.
```text

**Bad Example:**
```text
Q: Cancellations?
A: See policy doc.
```text

**Best Practices:**
- Complete sentences
- Specific details
- Clear structure
- Examples when helpful
- Contact info for exceptions

---

## Recommendations

### Choosing the Right Approach

The Knowledge Base is optimized for **large, unstructured content** that needs to be searched and referenced contextually. However, it's not always the best solution for every type of information. Here's when to use each approach:

**Use Knowledge Base When:**
- You have large volumes of unstructured documentation (manuals, guides, articles)
- Content is lengthy and narrative in nature
- Information changes occasionally but not in real-time
- You need the AI to search and extract relevant portions from larger documents
- Content includes natural language descriptions and explanations

**Examples:** Product manuals, help articles, policy documents, troubleshooting guides, blog posts

**Use Custom Tools API When:**
- Your data is highly structured (databases, APIs, real-time systems)
- Information needs to be fetched in real-time
- Data requires computation or complex queries
- You need to perform actions, not just retrieve information
- Information is stored in external systems

**Examples:** Inventory lookups, order status checks, appointment scheduling, payment processing, CRM data

[Learn more about Custom Tools →](/integrations/custom-api)

**Use Prompt Configuration When:**
- Information is small and frequently referenced
- Content rarely changes
- You need consistent, immediate access without search
- Information is critical to every conversation
- Total content is under a few paragraphs

**Examples:** Business hours, core policies, brand voice guidelines, escalation rules, greeting templates

### Hybrid Approach

For best results, combine all three methods:
- **Prompt Configuration:** Essential, frequently-used information
- **Knowledge Base:** Comprehensive documentation and reference materials
- **Custom Tools:** Real-time data and actionable operations

This ensures optimal response speed, accuracy, and capability coverage.

### Security & Privacy

**Sensitive Information:**

**Do Include:**
- Public business information
- General policies
- Product details
- Service descriptions

**Don't Include:**
- Customer personal data
- Internal-only information
- Confidential strategies
- Unpublished products
- Employee personal info

---

## Advanced Features

### Dynamic Content

Update content automatically:

**API Integration:**
```javascript
// Update product inventory daily
const products = await yourAPI.getProducts();

await liveTok.knowledge.update({
  type: 'structured_data',
  category: 'products',
  data: products
});
```text

**Scheduled Updates:**
- Daily price updates
- Weekly inventory sync
- Monthly policy reviews
- Real-time availability

### Conditional Content

Show different content based on context:

**Examples:**
```text
If customer.segment == "vip":
  Show: VIP pricing, exclusive products

If time == "after_hours":
  Show: Limited services, emergency contact

If conversation.channel == "whatsapp":
  Show: WhatsApp-specific instructions
```text

### Multi-Language Knowledge

Add content in multiple languages:

**Supported:**
- Separate knowledge base per language
- Automatic language detection
- Fallback to default language
- Translation assistance

**[Screenshot placeholder: Multi-language settings]**

---

## Integration with Features

### Conversations

Knowledge base informs all conversations:
- Accurate responses
- Consistent information
- Source attribution
- Confidence scoring

### Analytics

Track knowledge effectiveness:
- Usage statistics
- Success rates
- Gap analysis
- Impact on CSAT

### Training

Use conversations to improve knowledge:
- Identify common questions
- Discover gaps
- Test accuracy
- Refine responses

---

## Next Steps

- [Upload your first documents](/knowledge-base)
- [Configure custom tools for structured data](/integrations/custom-api)
- [Test your AI Agent](/conversations)
- [Monitor usage](/reporting)

---

## Need Help?

- Chat with our AI Agent (it uses the knowledge base!)
- Email support@livetok.ai
- Check [Support page](/support)
- View [best practices guide](https://livetok.ai/blog/knowledge-base-best-practices)