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Knowledge base best practices

The following guide outlines best practices for optimizing your knowledge base to ensure optimal performance from your virtual assistant. Adhering to these guidelines will enable the model to accurately match the appropriate document and provide precise responses to user queries.

Provide clear and concise documents

  • Ensure that each topic is presented clearly and concisely.
  • Aim to address one topic per document.
  • Avoid lengthy or convoluted answers that could cause confusion.

Include context

Provide necessary context or background information for each topic. This aids the system in better understanding the question and generating relevant responses.

Here's an example:

How do I install the latest updates for Product XYZ?

Product XYZ regularly releases updates to enhance performance, add new features, and address any bugs or security vulnerabilities. Staying up-to-date with these updates is crucial for ensuring optimal functionality and security of your software.

Use standard language

Utilize universally understood language and terminology. Minimize the use of industry-specific jargon or abbreviations unless essential for clarity.

Numbering or bullet points

Utilize bullet points or numbered lists for easy reference. This facilitates the model in identifying and addressing each subquestion individually.

Here's an example:

What are the features of Product XYZ?

The features of Product XYZ include:

  • Affordability
  • Speed
  • Sleek design

Avoid ambiguity between documents

Ensure documents are clear and unambiguous to enhance clarity within the knowledge base.

As an illustrative example, it is advisable to create a unified, comprehensive document guiding users on adding a card to a digital wallet. This document should encompass instructions for both Google Pay and Apple Pay, avoiding the creation of separate documents for each:

"How do I add my card to Google Pay" and "How do I add my card to Apple Pay".