Knowledge base guide

How Airi uses your knowledge base

Your knowledge base powers grounded answers for agents and AI auto-reply. This page explains what Airi retrieves, how answers are built, and how to keep response quality high.

Why this matters

Keeps support answers consistent across managers, channels, and shifts.

Reduces guesswork by grounding replies in your own policies and docs.

Improves AI coaching quality because suggestions use verified context.

Shortens response time for repeated questions.

What Airi reads

Airi combines multiple knowledge sources before generating a reply or suggestion.

Published Knowledge Base articles
Verified Q/A snippets
Indexed public documentation links
Current conversation context and language

How retrieval works

Index your sources

When you publish KB content, Airi stores searchable representations so relevant sections can be found quickly.

Match incoming question

For each new customer message, Airi looks for the most relevant KB blocks and snippets.

Build grounded answer

Airi drafts a response based on retrieved context, prioritizing your KB over generic assumptions.

Coach and improve

Managers get guidance that references available knowledge, making quality control and onboarding easier.

Best practices for reliable replies

Write short, specific articles around one topic each.

Start with top recurring questions from real conversations.

Update policies and pricing articles immediately after changes.

Use clear article titles so retrieval relevance stays high.

Review unanswered or weak replies weekly and fill KB gaps.

Ready to set up your knowledge base?

Open your workspace, publish your first KB items, and let Airi use them for coaching and auto-replies.

Open app setup Back to getting started

Tip: Start with 10 high-frequency customer questions first, then expand your KB every week.