What is Knowledge

Overview

Knowledge is core principle in Eloquens AI that ensures your AI-powered responses are grounded in your actual business information, rather than relying on generic AI knowledge. Think of it as giving your AI assistant access to your company's brain - all your documents, procedures, historical context, and external resources - so it can provide accurate, contextual responses that reflect your business voice and identity.

Why Knowledge Matters

Preventing AI Hallucinations

Without proper grounding, AI can "hallucinate" - creating responses that sound convincing but are factually incorrect or irrelevant to your business. Knowledge solves this by:

• Grounding responses in facts: Every response draws from your verified business information
• Providing contextual accuracy: Responses reflect your specific procedures, policies, and historical context
• Ensuring consistency: All team members get responses based on the same authoritative sources
• Building trust: Clients receive accurate information that aligns with your business operations

Real-World Benefits

• Customer inquiries get answered with your actual policies and procedures
• Internal requests reference the correct documentation and historical decisions
• Product questions use your current specifications and availability
• Support issues leverage your knowledge base and past resolutions

Knowledge Sources in Eloquens

1. Documents

Upload and organize your business documents to create a searchable knowledge base:

• Company policies and procedures
• Product manuals and specifications
• Training materials and guides
• Legal documents and contracts
• Financial reports and data sheets

How it helps: When someone asks about your return policy, the AI references your actual policy document rather than making assumptions. [learn more]

2. Web Pages

Connect external web content that's relevant to your business:

• Your company website content
• Industry resources and regulations
• Partner documentation
• Public knowledge bases
• Regulatory guidelines

How it helps: Questions about industry standards get answered with current, authoritative information from trusted sources. [learn more]

3. Q&A Knowledge Base

Build a curated collection of questions and answers specific to your business:

• Frequently asked questions
• Complex scenarios with approved responses
• Policy clarifications
• Troubleshooting guides
• Best practice examples

How it helps: Common questions get consistent, pre-approved answers every time, ensuring accuracy and compliance. [learn more]

4. Historical Email Context

Learn from your past conversations and decisions:

• Previous customer interactions
• Internal decision-making discussions
• Project communications
• Vendor correspondence
• Support ticket resolutions

How it helps: When responding to a follow-up question, the AI understands the full conversation history and previous commitments made.

5. External Application Connections

Integrate with your existing knowledge management systems:

Zendesk Knowledge Base

• Access your support articles and documentation
• Reference troubleshooting guides and solutions
• Use established support workflows and procedures

Kayako Knowledge Base

• Leverage your customer service documentation
• Access product information and help articles
• Reference support best practices and protocols

How it helps: Your AI responses stay consistent with your established customer service protocols and can reference your existing help documentation. [learn more]

6. Notes 

Add specific instructions and context for each workflow:

• Special handling instructions
• Temporary policy updates
• Context-specific guidance
• Override instructions
• Custom business rules

How it helps: You can provide specific guidance for how to handle certain types of inquiries or situations unique to your business. [learn more]

How Knowledge Works for You

Intelligent Retrieval

When you receive an inquiry, Knowledge:

1. Analyzes the question to understand what information is needed
2. Searches your knowledge sources to find relevant, accurate information
3. Combines multiple sources when needed to provide complete context
4. Prioritizes recent and relevant information over outdated content

Source Transparency

You always know where information comes from citations show which documents or sources were referenced [learn more].

Getting Started with Knowledge

Step 1: Organize Your Information

• Upload key business documents to your knowledge base
• Connect relevant web resources
• Build your Q&A collection for common scenarios

Step 2: Configure Knowledge Sources

• Select which documents should be available for each workflow
• Set up connections to external systems like Zendesk or Kayako
• Add campaign-specific notes and instructions

Step 3: Test and Refine

• Monitor how Knowledge AI sources information for responses
• Review citations to ensure accuracy
• Add missing information when gaps are identified
• Update sources as your business evolves

Best Practices

Keep Information Current

• Regular updates: Review and update documents quarterly
• Remove outdated content: Archive or delete obsolete information
• Version control: Maintain clear versioning for important documents
• Change notifications: Update team when key information changes

Organize for Discovery

• Clear naming: Use descriptive filenames and titles
• Logical structure: Organize documents in intuitive folders
• Comprehensive coverage: Include all relevant business information
• Cross-reference: Link related documents and topics

Quality Control

• Verify sources: Ensure all connected information is accurate and current
• Test responses: Regularly check that Knowledge AI provides correct information
• Monitor citations: Review which sources are being used most frequently
• Gather feedback: Ask team members about response accuracy and helpfulness