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Handling Gen AI Knowledgebase(KB)

With Gen AI Knowledge Base(KB), inputting a website URL or any data source into the knowledge base automatically creates a customized bot.

For more information on KB, refer to this documentation.

The following table provides you with the insights on when to use KB and when not:

When to use KBWhen not to use KB
To show the information that you feed the feed the bot through links or uploaded docsFor structured/relational data searches like a database or Excel sheet
To generate a response from unstructured dataFor recommending/promotional use cases
To provide instant answers to user queries from the knowledgebase (that is, generate dynamic responses)If you need very specific keywords used in the answer

Data ingestion methods to optimize KB responses​

In addition to the quick setup of a knowledge base, there are several methods to enhance its performance, improving the tone, complexity, and precision of generated answers:

Web ingestion​

Choose specific subdomains to include or exclude from your domain. You can perform web ingestion using methods such as Sitemap.xml (preferred), in-house crawler, or Bing search engine (add-on).

note
  • For websites with regularly updated pages, ensure there is a sitemap.xml with mandatory details like [url, lastmod].
  • For use cases requiring real-time data (e.g., prices, dates, schedules, event information), avoid web ingestion. Use CMS or custom APIs instead. If the website is managed with a Content Management System (CMS), integrate the KB directly with the CMS.

Add documents​

You can upload documents with a maximum of 25,000 pages per bot (approximately 1,000 files with 25 pages each).

note
  • OCR support is not available. That is, images and other file or links within the document will not generate any response.
  • English and Bahasa languages are benchmarked and supported. Other languages should be tested at scale (200 queries) by pre-sales before committing.

Ingest data from 3rd party sources​

  • Zendesk KB
  • Confluence pages
  • SharePoint folders
  • Amazon S3 buckets
  • Salesforce KB
  • Google Drive
  • ServiceNow KB

Add tags​

Tag knowledge optimally to refine searches based on audience. For example, in an Edtech platform, upload documents tagged for students and parents separately. When a parent queries the bot, it pulls from parent-specific documents, while a student’s query retrieves student-focused content. Use tags like audience:student and audience:parent to filter responses effectively.