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.

Tip: For best practices and guidelines on writing knowledge sources, see Write Freddy AI–optimised knowledge content.