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Knowledge Base
Manage the articles that power your AI agents using RAG (Retrieval-Augmented Generation).
Overview
The Knowledge Base is a collection of articles, FAQs, and reference material that your AI agents search to answer customer questions. When a customer sends a message, the AI agent retrieves the most relevant articles and uses them to craft an accurate response. The better your knowledge base, the better your AI agents perform.
Adding Articles
1
Go to Automation → Knowledge Base
Click "Automation" in the sidebar, then select "Knowledge Base" from the submenu.
2
Click New Article
Click the "New Article" button to open the article editor.
3
Enter title, category, and content
Give the article a clear title, assign it to a category for organization, and write the content. Include the information your AI agent needs to answer related questions.
4
Set status to Active
Toggle the article status to "Active" so the AI agent can use it. Draft articles are not searched by the AI.
5
Save the article
Click "Save" to publish the article to your knowledge base. The AI agent will begin using it immediately.
Tip
Write articles in Q&A format for best results. Start with the question a customer might ask, then provide a clear, concise answer. This helps the AI match the right article to each query.
Managing Content
Keep your knowledge base accurate and up to date to ensure your AI agents provide the best possible answers.
1
Edit existing articles
Click any article in the list to open it in the editor. Update the content, title, or category as needed and save your changes.
2
Deactivate outdated content
Toggle an article to "Draft" status to remove it from AI search results without deleting it. You can reactivate it later.
3
Organize with categories
Use categories to group related articles together. This helps you manage large knowledge bases and makes it easier to identify gaps in your content.
Info
Review your knowledge base regularly. Check AI conversation logs to find questions the agent struggled with, then add or update articles to fill those gaps.
How AI Uses Knowledge
AethenoxAI uses Retrieval-Augmented Generation (RAG) to connect your knowledge base to AI agents:
1
Message received
When a customer sends a message, the system converts it into a semantic search query.
2
Articles retrieved
The system searches your knowledge base for the most relevant articles based on meaning, not just keywords.
3
Response generated
The AI agent uses the retrieved articles as context to generate an accurate, natural-language response tailored to the customer's question.