Keeping your Knowledge Base up to date is essential for ensuring your AI delivers accurate, helpful answers. The Knowledge Base Suggestions tool makes this easy by automatically generating recommended updates based on your recent customer interactions.
By reviewing and applying these suggestions, you can quickly fill knowledge gaps, improve accuracy, and reduce repeated customer issues.
🛠️ How to use Suggestions for your Knowledge Base
Step 1: Find Knowledge Base Suggestions
Head to ‘AI Knowledge Bases’ in the left-hand menu, then click on the knowledge base you’d like to review.
Scroll to the bottom and find Suggestions for your knowledge base.
- Select View new suggestions.
- You can also review past accepted suggestions.
Step 2: Review Your Suggestions
Scroll through the list of issues identified during recent interactions, along with suggested solutions. Edit these to suit your requirements.
Decide how to handle each one:
- Do Nothing → Ignore for now.
- Include → Add the new solution to your Knowledge Base.
- Reject → Dismiss the suggestion so it won’t appear again.
Step 3: Apply Updates
When you’ve finished reviewing, click Review at the bottom of the page.
Once you’re happy with your selections, click Save.
You’ll receive an email confirming that your changes have been applied.
Step 4: Viewing Previously Accepted Suggestions
You can revisit your previously accepted AI Knowledge Base suggestions at any time.
- View the list to see all past suggestions you’ve added.
- Delete any that are no longer relevant to keep your Knowledge Base clean and accurate.
❓FAQ’s: AI Knowledge Base Suggestions
Where do the suggestions come from?
Suggestions are auto-generated based on conversation transcripts. The system identifies questions the AI couldn’t answer using your Knowledge Base and then suggests an answer if an agent has previously discussed the topic with the customer.
Can I undo a rejection?
No, once a suggestion is rejected, it can’t be restored automatically. You would need to add the content manually if you want to include it later.
Why aren’t suggestions automatically accepted?
We’ve designed this system so you remain in control of what’s added to your Knowledge Base. This prevents incorrect or outdated information from being added automatically, for example, if an agent gave the wrong details in a conversation. By reviewing suggestions first, you can ensure every update is accurate and aligned with your brand.