Knowledge Base Overview
The knowledge base is background context about your product or service that the AI interviewer uses during conversations. It's what transforms your AI from a generic chatbot into an informed representative who understands your business.
Why it matters#
Without context, the AI can only ask generic follow-up questions. It doesn't know about your pricing, features, or common customer issues.
With a knowledge base, the AI can:
- Reference specific features by name
- Understand your pricing structure
- Ask informed questions about known issues
- Probe deeper based on your product roadmap
- Respond with awareness of your company policies
The difference is night and day. A context-aware AI conducts interviews that feel natural and productive.
Two types of knowledge#
You can add context in two ways:
Text snippets: Short, focused entries you type directly. Perfect for pricing tiers, feature descriptions, or specific policies.
Uploaded files: PDF, DOCX, or TXT files that are automatically parsed. Best for existing documentation, help center articles, or product specifications.
Both types count toward your token limit.
Understanding tokens#
Tokens are the units AI models use to process text. Think of them as pieces of words.
The rough conversion: 1 token ≈ 0.75 words
So 10,000 tokens is approximately 7,500 words of context. That's enough for substantial product documentation without getting overwhelming.
What to include#
The best knowledge bases are focused and current. Consider adding:
- Product descriptions: What your product does and who it's for
- Feature lists: Key capabilities and how they work
- Pricing details: Plans, tiers, and what's included
- FAQ answers: Common questions and their responses
- Known issues: Current bugs or limitations
- Company policies: Returns, refunds, data privacy
- Competitive positioning: How you differ from alternatives
Start with your FAQ or help center content. These are already written for customers and cover the most common questions your AI will encounter.
Accessing the knowledge base#
Navigate to your project and click Edit Project, then go to the Knowledge Base tab. You'll see all your current entries and your token usage.
From there, you can add new text items, upload files, edit existing entries, or delete outdated context.