Encyclopedia
Knowledge base
What a knowledge base is, how AI agents use it to answer accurately, and what keeps it useful.
Knowledge base is a structured collection of a company's information, such as help articles, policies and product facts, that people and AI agents draw on to answer questions.
How an AI agent uses a knowledge base
A general language model does not know a specific company. Connecting it to a knowledge base lets it retrieve the right passage for a question and answer from that, instead of guessing. This grounding is what turns a generic model into an accurate agent for one business, and it is the retrieval step behind retrieval-augmented generation.
What keeps a knowledge base useful
- Accurate: wrong content produces wrong answers, so it has to be kept current.
- Well structured: clear, single-topic articles are easier to retrieve than long mixed pages.
- Complete: gaps become the questions the agent cannot answer.
- Maintained: some systems flag missing answers so the knowledge base grows where it is thin.
From reference to practice
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