Knowledge Bank best practices
Learn about best practices to follow when creating and managing a Knowledge Bank.
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Learn about best practices to follow when creating and managing a Knowledge Bank.
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To configure and create the best Knowledge Banks for your Agents, follow these below best practices.
Ensure your PDF content follows a clear structure, including the use of headings and sub-headings.
When uploading content, review the value of the content and establish the value end-users will get from it. If its not valuable, don't add it.
Ensure the name of the file does not start with '#', or end with .mp4, .mp3, .mov, or .PDF.
The length of the content does not matter as it will be segmented.
Ensure the processing of videos includes titles for each segment and that these titles make sense. The system will produce AI-generated titles but sometimes they need tweaking.
We recommend always adding a thumbnail image - this helps end-users understand the content topic and decide whether they want to engage. In order to find out more about setting up a successful thumbnail image, please see our article.
If you need any help at all, please ask your Customer Success Executive.