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Formation Dottie·8 min de lecture

Knowledge base best practices for accurate AI answers

How to structure FAQs, policies, and documents so Dottie agents answer correctly — and know when to hand off instead of guessing.

  • knowledge base
  • Dottie
  • FAQs
Illustration of organised folders, FAQ cards, and knowledge feeding a chat answer

En un coup d’œil

Skim the essentials, then dig into the steps.

  • Right contentServices, hours, policies, and real FAQs — not junk files.
  • Clear structureShort sections with headings that match how customers ask.
  • Write for voicePlain answers first; dense legalese second.
  • Keep freshUpdate when prices/hours change; delete superseded docs.

Your agent is only as reliable as the knowledge behind it. Good knowledge bases are curated operating manuals — not a dump of every file on the shared drive. This guide shows how to structure content so chat and voice answers stay accurate.

01

Section 1

What belongs in the knowledge base

  • Services, inclusions/exclusions, and typical timelines
  • Opening hours, service areas, and emergency vs standard paths
  • Pricing guidance you are willing to state publicly (or “from” ranges)
  • Policies: deposits, cancellations, guarantees, warranties
  • FAQs staff already answer on the phone every week
  • Safety or compliance statements that must be worded carefully
02

Section 2

What to leave out (or mark carefully)

  • Internal HR docs, salaries, and unreleased strategy
  • Outdated price lists (archive or delete — do not leave conflicting files)
  • Scanned image-only PDFs that cannot be read reliably
  • Contradictory versions of the same policy
03

Section 3

Structure that models retrieve well

Use clear headings and short sections. One topic per article or document chunk. Prefer “Cancellation policy” as its own section over burying it mid-paragraph in a 40-page handbook.

  • H2-style titles that match how customers ask (“Do you cover Sunday call-outs?”)
  • Bullet lists for steps, requirements, and exclusions
  • Explicit “We do not…” lines for common misconceptions
  • Consistent names for services and locations
04

Section 4

Write for speech as well as chat

Voice agents read answers aloud. Avoid dense tables, long URLs, and legal walls of text without a plain-English summary. Put the customer-facing answer first; keep fine print after.

05

Section 5

Keep knowledge fresh

  • Owner for updates (who changes prices or hours in the KB)
  • Review cycle when seasons, menus, or rate cards change
  • Remove superseded docs instead of stacking versions
  • After each missed answer in a transcript, add a short FAQ the same day
06

Section 6

Teach handoff, not heroics

Document when the agent must escalate: medical emergencies, legal threats, VIP accounts, or anything outside published scope. A good agent says “I’ll get a colleague to help” faster than inventing an answer.

07

Section 7

Launch checklist

  • Core services + areas + hours uploaded
  • Top 15 phone FAQs covered
  • One clear cancellation/deposit policy
  • Test questions for edge cases and “we don’t do that”
  • Handover path verified with the team

When knowledge is solid, go back to Getting started with Dottie and run a full stranger test on chat (then voice). Accurate answers plus fast booking is the combination that turns marketing traffic into booked work.

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Knowledge base best practices for accurate AI answers | Dottie Business Academy