Your AI Is Only As Good As Its Information

When a customer asks about your pricing, hours, or policies, the AI needs to know the answers. The knowledge base is where you provide that information—everything your AI needs to represent your business accurately and helpfully.

Think of it as training a new employee. You wouldn't expect them to answer questions on their first day without some onboarding. The knowledge base is that onboarding, compressed into a format the AI can use instantly.

What to Include

Business Basics

The fundamentals every caller might ask about:

Hours of operation — Including holidays and special hours
Location and directions — Address, parking, landmarks
Contact information — Other ways to reach you
Service area — Where you operate

Services and Pricing

What you offer and what it costs:

Service descriptions — What each service includes
Pricing structure — Rates, packages, what affects cost
Timing — How long services take, lead times
What's not included — Common misconceptions to clarify

Policies

Rules and procedures customers need to know:

Cancellation policy — Notice required, fees if any
Refund policy — When and how refunds work
Scheduling policy — How far in advance, rescheduling rules
Payment methods — What you accept

FAQs

Questions you hear repeatedly:

Common objections and how to address them
Clarifications about what you do (and don't do)
Comparison to alternatives if asked
Technical questions about your service

Start with the questions your team answers most often. Those are the ones the AI will encounter first.

How to Structure Information

Be Specific

Vague information leads to vague answers. Instead of "competitive pricing," say "Drain cleaning starts at $150 for simple clogs. Complex blockages requiring camera inspection are $250-400."

Anticipate Variations

Customers ask the same question different ways. "What do you charge?" "How much does it cost?" "What are your rates?" Your knowledge base should enable the AI to answer all of these.