Platform
Knowledge base
A knowledge base is a maintained collection of approved business information that an agent can use to answer questions.
A knowledge base is a maintained collection of approved business information that an agent can use to answer questions.
What Knowledge base means
A knowledge base is a maintained collection of approved business information that an agent can use to answer questions.
It may contain policies, services, procedures, locations, product details, eligibilityEligibilityEligibility is the set of conditions that determines whether a prospect can move to a service, quote, appointment, application, or specialist. guidance, and FAQs. The value depends on ownership, accuracy, retrieval, and scope. A large collection of stale documents can reduce answer quality rather than improve it.
How it works
Content is organized and made available to the agent through search or retrieval. The system selects relevant material for the current question and uses it within response rules. Owners review changes, retire outdated information, and test high-risk questions.
Practical use cases
Answering location and business-hours questions
Explaining approved service or appointment policies
Providing consistent product information before routing
Treat the knowledge base as published operational content. Every important answer needs an owner, source, review date, and escalationEscalationEscalation moves a conversation to a person, specialist, supervisor, or alternate workflow when the agent should not continue alone. path when the material is incomplete.
Frequently asked questions
Why does Knowledge base matter?
Treat the knowledge base as published operational content. Every important answer needs an owner, source, review date, and escalation path when the material is incomplete.
Can a knowledge base prevent every hallucination?
No. It can ground answers in approved information, but retrieval, instructions, model behavior, and testing still matter. High-risk uncertainty should lead to clarification or escalation.
Source: Thoughtly Genius documentation.
Related concepts: ragRetrieval-Augmented Generation (RAG)Retrieval-Augmented Generation (RAG) retrieves relevant information from approved sources and supplies it to a language model when generating an answer., hallucinationHallucinationAn AI hallucination, also called a confabulation, is a plausible-sounding response that is false, unsupported, or inconsistent with the available source information., guardrailsGuardrailsAI guardrails are instructions, rules, data boundaries, and escalation paths that constrain what an agent may say or do., fallbackFallbackA fallback is a safe alternate path used when input is unexpected, a tool fails, or the agent cannot complete the intended step confidently..