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Knowledge base guide

How Airi uses your knowledge base

Airi answers from your knowledge base, both in suggestions for your team and in automatic replies. This page explains what Airi looks up, how it builds an answer and how to keep answers accurate.

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

1

Index your sources

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

2

Match incoming question

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

3

Build grounded answer

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

4

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.

Set up your knowledge base

Publish your first articles in your workspace, and Airi will use them in suggestions and automatic replies.

Open app setupBack to getting started

Tip: start with the 10 questions customers ask most, then add more each week.