TABLE OF CONTENTS

• About Knowledge Sources
  • Supported knowledge sources 
• Add a Knowledge Source
  • Add Files
  • Add URLs
  • Add Solution articles
  • Add custom Q&As
• Knowledge source writing tips
  
  

About Knowledge Sources

Your AI Agent utilizes knowledge sources to provide accurate, relevant, and consistent responses to customer queries. By configuring multiple learning sources, such as files, URLs, solution articles, and custom Q&As, you enable the AI Agent to understand your product, policies, and workflows more effectively.

A well-configured knowledge base ensures that your AI Agent can handle a wide range of questions and deliver a better customer experience. For details on complete AI Agent setup, see Set Up AI Agent.

Supported knowledge sources 

You can configure AI Agent to learn from different sources:

Add a Knowledge Source

1. Log in to your account.
2. From the left navigation bar, click AI Agents.
3. On the AI Agent Studio page, click on the AI Agent.
4. Click Configure > Knowledge Sources.
5. Proceed based on the type of source you want to add.
   
   

Add Files

To upload files:

1. On the Knowledge Sources tab, click Files > Add files.
   
2. Click Upload files and select the file to upload.
   
3. Once uploaded, click Add files to confirm.
4. The AI Agent will start learning from the file.

   You will receive an email once the learning process is complete.
   

Additional options:

1. To display the file as a reference in AI responses, click the three-dot menu and enable Show as references.
2. You can remove or delete files later.
   Note: When a file is removed, it is permanently deleted from the AI Agent’s learning pool.
   

Add URLs

To add URLs:

1. On the Knowledge Sources tab, click Files > Add URLs.
   
2. Click Add a new URL.
3. Enter the complete URL path and the URL name.
   Example: https://support.acme.com
   
4. Click Add URL.
5. Once added, click Add URL to confirm.
6. The AI Agent will begin learning from the URL.

   You will receive an email once learning is complete.
   Note: It can take up to 30 minutes for Freddy AI Agent to learn from the URL.
   
   
   

Additional options:

• Click on the three dots next to the URL to:
  1. Disable URL as citations
  2. Resync content
  3. Download learning details
  4. Delete the URL
• Manage URLs: Click to view all the URLs added. You can view individual URL content and perform a bulk deletion.
  
  
  

Add Solution articles

Ensure that solution articles are already created in your account.

1. On the Knowledge Sources tab, click Solution articles.
2. Enable Learn from solution articles.
   
3. Select the product portal.
4. Map the categories from which AI Agent should learn. You can also show the article references with the AI Agent responses.
   
5. Click Save.
   You can also use the Manage articles link to directly view and manage your solution articles.

Add custom Q&As

To create custom Q&As:

1. On the Knowledge Sources tab, click Q&As > Add a new Q&A.
   
2. Choose the language.
3. Enter the question and answer.
4. Click Create.
   The AI Agent will learn from the Q&As to answer customer queries. You can also edit or delete them anytime.

Knowledge source writing tips

Crafting knowledge content for an AI Agent requires a different approach than writing for human readers. The AI relies on structure, clarity, and context to understand and surface accurate responses. Follow these tips to ensure your knowledge base is AI-ready and optimized for high-quality customer interactions:

1. Be Clear, Concise, and Unambiguous
   • Use simple, direct language. Avoid filler words, vague phrasing, or lengthy introductions.
   • Keep each article focused on one task or topic. Avoid covering multiple features or use cases in a single article.
   • Assume the reader is unfamiliar with your product-explain concepts as if to a new user.
   • Example: Incorrect: "You can do it from the dashboard."Correct: "To generate a monthly report, go to the Dashboard tab and click on 'Reports'."
2. Structure Content for Easy Parsing
   AI performs best with well-formatted content. Use layout to your advantage:
   • Use headings (H2, H3) to break down content into sections.
   • Use numbered lists for step-by-step instructions and bullet points for related items.
   • Always end sentences and bullets with punctuation. This helps the AI determine sentence boundaries.
   • Example:
     Steps to update your billing address: 
     1. Log in to your account.
     2. Go to Settings > Billing.
     3. Click 'Edit' next to your current billing address.
3. Minimize Jargon & Internal Terminology
   • The AI (and many customers) may not understand your company's internal lingo or acronyms.
   • If business-specific terms are essential, define them clearly.
   • Use plain English first, then include jargon in brackets (if needed).
   • Example: "Our delivery agents (called Captains) will reach out once your package is dispatched."
4. Think in Keywords & Search Behavior
   • Anticipate how a user might phrase a question in search.
   • Include synonyms or alternative phrasing customers might use.
   • Repetition of key terms (in a natural way) improves discoverability.
   • Example: A help article titled "Tracking your order" might include terms like "shipment status," "track my package," or "delivery update."
5. Avoid Conflicting or Outdated Information
   • AI has no way of prioritizing newer information unless it's explicitly stated.
   • Always remove outdated content, or label it clearly as "legacy" or "for version X only."
   • When maintaining multiple product versions, specify which version each article applies to.
6. Limit Use of Tables and Images
   • AI struggles to interpret tables and images correctly. Use them sparingly.
   • If you include a table, keep it small (2-3 rows) and explain its contents in surrounding text.
   • For images, include descriptive alt text or captions explaining the visual content.
7. Avoid Overlap Across Articles
   1. Each article should focus on one specific topic or flow to help the AI match the right response.
   2. If related content exists, link to it, but don't combine multiple workflows into one article.
   3. This also makes it easier to update and manage knowledge content over time.
8. Use Full Answers, Not Just Yes/No
   • The AI is more effective when responses include contextual information.
   • Avoid writing articles with just "Yes" or "No" answers.
   • Example:Incorrect: "Yes."Correct: "Yes, you can update your shipping address under the 'My Profile' section until the order is dispatched."
9. Add Context and Background When Needed
   • Don't assume the AI or the reader knows why a question is being asked.
   • Include brief context about the use case or scenario where applicable.
   • This gives the AI more to work with when formulating a natural, relevant response.
10. Keep the Tone Neutral and Focus on Clarity
    • Unlike marketing content, help content should prioritize clarity over personality.
    • Friendly tone is fine, but avoid metaphors, humor, or overly branded language, which can confuse the AI.