The Knowledge Base
Before Clarence AI can respond accurately, it needs to be taught. The Knowledge Base is the AI’s brain – the central repository of information that powers all AI‑generated responses.
What belongs in the Knowledge Base
Typical content includes:
- Frequently Asked Questions (FAQs)
- Official policies and guidelines
- Public‑facing statements and press releases
- Any other documents that represent your official, approved messaging
The more complete and up‑to‑date your Knowledge Base, the more accurate and on‑brand your AI responses will be.
Critical responsibility
Maintaining an accurate Knowledge Base is one of the most important responsibilities for Admins and communications leads. Out‑of‑date or incomplete content can lead to incorrect or misleading AI responses.
Maintaining the Knowledge Base
When managing the Knowledge Base:
- Review documents regularly to ensure they reflect current policies and messaging.
- Remove or archive obsolete content that should no longer be referenced.
- Add new materials when policies change, new programs launch, or new FAQs emerge.
How the AI uses the Knowledge Base
When a social media mention comes in, Clarence AI:
- Analyzes the text of the mention.
- Looks for relevant information in the Knowledge Base.
- Uses that information, combined with your response configurations, to generate a safe and on‑brand response.
For details on how the Knowledge Base is combined with configurations to generate replies, see Automated Responder.