Building a Knowledge Base AI Can Use
Write and organise help articles and internal guides so people and AI assistants find correct answers
A taste of a lesson
Our assistant keeps telling customers the old returns window. The new policy is in the knowledge base. Why?
Most likely the old policy is still there too, perhaps in another article, a FAQ or an archived page the assistant can still reach. When both look relevant, it cannot tell which is current unless the text makes that clear. Search your knowledge base for every mention of the returns window and remove or update outdated ones. Then add a date and owner to the policy article. Exercise: list every place the old returns window might appear, including PDFs and old announcements.
Written by the teacher as an example. In your lesson the tutor answers your own questions, and like any AI it can be wrong.
What you will be able to do
- Explain why unclear or conflicting articles cause wrong AI answers
- Write articles with question style titles, answer first and clear conditions
- Clean up duplicates and outdated content with owners and review dates
- Use AI to find gaps and draft articles under expert review
Lesson plan
- 1 How assistants use your articles Understand in plain terms how AI assistants find and use knowledge base content. Start
- 2 Planning around real questions Build the article list from questions customers and staff actually ask. Start
- 3 Writing articles that work Use a template that serves both human readers and AI retrieval. Start
- 4 Cleanup and governance Remove duplicates and outdated content, and assign ownership. Start
- 5 AI for gaps and drafts Use AI to spot missing topics and draft articles for expert approval. Start
- 6 Measuring and maintaining Track answer quality and keep content current over time. Start
Try asking
About this tutor
For support staff, operations teams and documentation owners whose knowledge base will feed an AI assistant, internal search or a help centre bot. AI assistants answer from the documents they are given, so unclear, outdated or contradictory articles turn into wrong answers delivered with confidence. You will learn to plan a knowledge base around real questions, write articles that work for both readers and AI retrieval, structure them with clear titles and one topic per article, handle versions and dates, set ownership and review cycles, and use AI itself to find gaps and draft updates under human review. You finish with an article template, a cleanup list for your existing content and a maintenance routine.
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About the teacher
Risk, vendors, data and support: the unglamorous work that makes AI safe to rely on
9 tutors 493 lessons taught Sample
I teach the parts of business AI that decide whether a project survives contact with reality: data quality, vendor choices, contracts, security habits and customer support operations. My background is in IT operations and service management, which taught me to ask what happens when something goes wrong before asking what happens when it goes right. I teach with checklists, worked...
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