Skip to content
EN
Demo
Platform
CallsQueues and routingIVR (phone menu)Smart transferAuto dialerBrowser-based softphoneClick-to-call
Messaging and customer dataUnified inboxForm builderCustomer portalCustomer success platform
ManagementHistorical reportingReal-time monitoringShift scheduling
Deployment and securityIn our cloudOn your serversHybrid deploymentData security
Platform →
Solutions
IndustriesRetailReal estateBanking and insuranceTravelHealthcareEducation
Customer serviceFAQ self-serviceOrder status without an agentAfter-hours coveragePeak days without overloadConversation quality assurance
SalesLead qualificationAppointment bookingRepeat salesLoyalty program
Outbound communicationPayment and overdue remindersNotifications and confirmationsPost-interaction survey
Who it's forBy company sizeBy role
Solutions →
AI agents
For customersVoice AI consultantAI consultant in chat
For employeesAI assistant for calls and salesAssistant for work questionsNew hire onboarding
TechnologyKnowledge baseSpeech analyticsAI connectorModelsData security
ServicesAI agent trainingMachine learning
AI agents →
Integrations
CRM systemsSalesforceHubSpotDynamics CRMSAP CXZoho CRMPipedrive
ERP systemsSAPNetSuiteBusiness CentralSageOdoo
Help desk and team chatZendeskFreshdeskServiceNowSlackMattermost
Messaging and socialWhatsAppViberInstagramFacebookSMSLive chat
Telephony, API, and AIAsteriskAMI, AGI, and ARIKamailioFreeSWITCHAPI and protocolsMCP connectors
Integrations →
Pricing
Company
ResourcesBlogCalculatorsComparisonsLibraryGlossary
ServicesOpen SourceImplementationDevelopmentSupportTraining
ContactsContact usAboutFacts and figures
Company →
Language: English
Demo

Glossary

Knowledge base

A knowledge base is a single place that holds a company's approved answers, policies, prices, and product descriptions. Agents, chatbots, the IVR, and AI agents all work from it. An AI agent answers only from the knowledge base, so any error or gap in an article immediately becomes an error in the answer a customer gets.

Why it mattersCustomers get the same answer in every channel, and new agents get up to speed faster.

Also called: KB, Help center, Support wiki, Knowledge management system

Contents

What it contains

  • Answers to frequently asked questions
  • Step-by-step instructions and scripts
  • Product descriptions, plans, and policies
  • When and to whom to escalate a ticket
  • Canned responses for chat and email

Use cases

Who uses it

AgentsSearch for answers during a call and get suggestions from the AI assistant.
Chatbots and the IVRPull prebuilt answer text from it.
AI agentsFind the relevant articles and write an answer from them – this is how RAG works.
CustomersFind answers by themselves on your website or in the IVR.

Best practices

Best practices

  • One article answers one question, with a clear title
  • Every article has an owner and a next review date
  • Search finds articles by the words customers use, not just internal terms
  • Every week, add articles for questions that went unanswered
  • Track which articles get read and after which ones customers still come back

In CONTACT.WORK

How it works in CONTACT.WORK

The knowledge base is shared by agents, chatbots, the IVR, and AI agents: update an article in one place, and every channel answers from the new version. Access to sections follows user permissions, and search statistics show which articles are missing.

Before launching an AI agent, the first step is to clean up the knowledge base – the agent will repeat any errors and gaps in its answers.

More

Where to use it

Knowledge base Keep answers for agents and AI in one place Learn more AI readiness Find out what to prepare before launching an AI agent Learn more AI assistant Give agents suggestions during the conversation Learn more

Backlinks

Where it appears on the site 55

Platform 4

Solutions 13

more 7

AI agents 11

more 5

Services 1

Integrations 10

more 4

Pricing 1

Comparisons 3

Calculators 2

Company 1

Home 1

Blog 8

more 2

Glossary

Related terms

RAG (retrieval-augmented generation)Agent assistChatbotAI voice agentFCR – first contact resolutionLarge language model (LLM)

Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →