Optimizing Knowledge Base Articles for AI Agents
Learn how to optimize your knowledge base articles for your AI agents in Ebbot.
When an AI agent searches your provided knowledge base to answer a user's question, it doesn't read an entire article at once. Instead, our system breaks articles down into smaller "documents" based on the headings, preserving the heading hierarchy so the AI knows where the chunk came from.
To ensure the AI retrieves the right information and understands it correctly, follow these best practices when creating or updating knowledge articles.
1. Write descriptive, action-oriented headings
Because EbbotGPT uses headings to create chunks of information, your headings are the most critical part of your article.
Be explicit: Avoid generic headings like "Overview" or "Next Steps." Instead, use "Overview of the Onboarding Process" or "Next Steps for Password Reset."
Use questions or tasks: Headings formatted as the questions users ask (e.g., "How do I request a software license?") or the tasks they want to accomplish (e.g., "Troubleshooting VPN Connection Errors") are highly effective.
Maintain strict hierarchy: Ensure your H1s, H2s, and H3s follow a logical nesting order. Do not skip heading levels for visual styling. The AI relies on this hierarchy to understand the relationship between different sections.
2. Make every section self-contained
When a section under a heading is pulled out as a "document," it needs to make sense on its own.
Minimize pronouns across sections: If your H2 is "Setting up the Router," do not start the paragraph underneath with "Plug it in." Explicitly state "Plug the router in."
Re-establish context: If a section outlines step 3 of a process, briefly remind the AI what the process is. For example, instead of just "Step 3: Click Approve," write "Step 3 of the expense approval process: Click Approve."
3. Prioritize clarity and directness
AI models parse straightforward, logical sentences much better than complex, winding narratives.
Use Active Voice: "The system automatically deletes temporary files" is better than "Temporary files are automatically deleted by the system."
Be concise: Remove fluff, filler words, and unnecessary conversational text.
Standardize terminology: Use consistent naming conventions. If an application is called "HR Portal," do not interchangeably call it the "HR App," "Employee Site," or "the system" within the same article.
4. Format for machine readability
Visual structure helps the AI break down complex relationships and steps.
Use bulleted and numbered lists: If you are listing three or more items, or outlining a sequential process, use lists. AI agents are excellent at extracting steps from numbered lists to feed back to the user.
Avoid tables in content the AI agent will answer from. EbbotGPT stays close to its sources, so a table in a source article is often reproduced as a table in the chat widget. The default widget is compact, and tables render poorly in it. Write comparisons, error codes, and configuration parameters as short lists or plain sentences instead.
If your use case requires tables in the bot's answers, the chat window can be widened with custom CSS. This is a tradeoff: the widget takes up more space on your website. Contact Ebbot if you want to explore this option.
Bold key terms: Bolding important names, buttons to click, or specific error codes can help the system weigh the importance of those terms.
5. Utilize a "Q&A" or "Problem/Solution" Format
If an article is meant to solve an issue, format the text in a way that mirrors how a user would ask the AI.
Problem: [Clearly state the user's issue or error message]
Cause: [Briefly explain why it happens]
Solution: [Provide the step-by-step fix]
Last updated
Was this helpful?