A knowledge base for an AI operator: what to put in it and how to keep it up to date
Sado AI team · · 4 min read
In short
An AI operator’s knowledge base is everything it tells customers: prices, address and landmark, hours, services, delivery and payment terms, answers to common questions. The operator answers only from these facts, so the fuller the base, the less often callers hear “a manager will call you back”. Write each fact separately, short, in a form that can be said aloud. Give the base one owner, and update it on the day a price or the hours change.
What goes into the base
- The company: name, what it does in a line, branches.
- Address and landmark: “Yunusabad, block 4, opposite the bazaar”, where to park.
- Hours: for each day, with holidays and Ramadan separately.
- Prices: the most asked-about services or products, with “from…” prices.
- Delivery and payment: areas, timing, cost, cash or card, whether there are instalments.
- Preparation and documents: what to bring, how early to come.
- Common questions and their answers.
- What not to promise: discounts, exact deadlines, warranties, unless the base says so.
How to write it: an example
| Topic | Badly written | Well written |
|---|---|---|
| Hours | Usually morning till evening | Mon–Sat 9:00–20:00, closed Sunday |
| Price | Prices vary | Consultation 150,000 so‘m, follow-up visit 100,000 so‘m |
| Address | In Chilanzar | Chilanzar, block 9, building 12, opposite the bazaar, ground floor |
| Delivery | We deliver | Within Tashkent in 1–2 days, free on orders over 500,000 so‘m |
| Payment | Any method | Cash, Uzcard, Humo; no instalments |
One line, one fact. Write it so it can be read out on the phone: no notes in brackets, no links, no long lists. The prices and terms in the table are an example.
How a good base sounds on a call
Caller: Assalomu alaykum, where is your clinic?
Sado: Va alaykum assalom! Chilanzar, block 9, opposite the bazaar, ground floor. You can park in the yard.
Caller: Are you open on Saturday?
Sado: Yes, Saturday 9 to 8, closed on Sunday. Shall I book you for Saturday?
Caller: Yes, in the morning.
Sado: Okay, Saturday at ten is free. Could you tell me your name?
Every answer came from one line of the table. If the base had only said “in Chilanzar”, the operator couldn’t have given the landmark or the parking.
Where to collect the facts
- Ask your receptionist or salespeople what customers ask most on the phone. Thinking back over the last week or two is enough.
- Write one exact answer to each question. If the answer is “we’ll check and tell you”, the operator will also say “a manager will call back”.
- Compare your price list, website and Instagram: they should all say the same.
- Agree with management what must not be promised.
- Read the base aloud: does it sound clear on the phone?
Keeping the base fresh
- One owner: when a price, the hours or a branch changes, they update the base that day.
- Before holidays and seasons: add the hours for Navruz, Ramadan and New Year in advance.
- Remove the old: with an old and a new price side by side, the operator gets confused. Why: stopping an AI operator making things up.
- Once a week, look at the questions that got “a manager will call back”: that’s what the base is missing. Add the most frequent ones.
How the base is filled in Sado
Sado’s team sets up the operator with you: script, questions, prices, hours. The operator answers only from these facts; to a question the base doesn’t cover, it says a manager will call back and creates a task. Those tasks and the transcript of every call are in the portal, so you can see what to add.
More: AI operator for incoming calls and FAQ. Try it live or call 78 778 01 23.
Questions
How much information does the base need?
Not a lot: exact answers to the most common questions are enough. Then add to it based on the questions that got “a manager will call back”.
What if a price changes every day?
A price that changes daily is hard to update by hand. Agree that the operator gives a range or that a manager gives the exact price; ask Sado’s team about connecting systems like 1C, BILLZ or MoySklad.
Can we put internal information in the base?
Only put in what can be told to a customer. Cost prices, salaries and suppliers stay out: anything in the base, the operator may say to a customer.