When an agent gets it wrong, the cause is often not the AI but the knowledge. The answer is not written down anywhere, it appears in three places with three different versions, or it is buried so deep that the search cannot find the right section.
The seven rules
- One question, one section. Short sections with a clear heading are found more easily than long blocks of text.
- Use your customers’ words. If customers say “bill”, don’t only write “invoice”.
- Spell out numbers and conditions. “Shipping within two working days, except on public holidays” instead of “fast shipping”.
- Only one valid version. Old price lists and drafts do not belong in the knowledge.
- Name who is responsible. Who can help if the answer is not enough?
- Keep dates up to date. Note when a text was last checked.
- Use the gaps. The list of knowledge gaps in KI.ordo shows which questions are still unanswered.
A small test
Ask the agent ten real questions from your inbox. Check the source of every answer. Where the source is missing or wrong, revise the text first, not the agent’s instructions.
In KI.ordo you will find the “Test search” function under Knowledge. It shows which sections are found for a question before the agent answers.