Using Your Knowledge Base: How AI Agents Leverage Internal Docs

• Created, June 21, 2025

Knowledge Base AI

To give customers fast, accurate answers, your AI needs the right information. That's where your internal knowledge base (KB) comes in. A "knowledge base chatbot" is an AI-powered agent that directly taps into your KB, enabling one-on-one self-service. In practice, this means the bot can search company FAQs, manuals, and help docs to resolve questions instantly. Unlike generic chatbots, an AI agent connected to your internal documentation delivers accurate, brand-approved answers every time.

How It Works: Traditional bots used simple keyword search, but advanced AI bots use natural language processing and even generative AI to understand questions and summarize the best answer. For example, once your KB is set up, tools like Tessa can launch a bot "in minutes" that reads and understands your documents. When a customer asks a question, the AI pulls the relevant article, extracts key points, and responds in a friendly, conversational way. The whole process is automated — the AI can even suggest follow-up info or related help topics, just as a well-trained human would.

Key Benefits

  • Instant 24/7 Answers: AI agents offer round-the-clock support, reducing customer wait times and frustration. Because bots aren't limited by shifts or time zones, you can serve global customers anytime.
  • Consistency & Accuracy: The bot's knowledge matches your KB, so every reply is consistent with company policy and product details. Customers get the right information, every time.
  • Scalability: As support volume grows, a knowledge-base chatbot scales effortlessly. Zendesk data shows over half of consumers already prefer bots for quick help, and this number is rising. Automating FAQs frees agents to focus on tricky cases.
  • Ease of Setup: Once you have a solid KB, connecting an AI bot is simple. Providers offer API integrations so non-technical staff can link Tessa to your help center with a few clicks. There's no need to build dozens of scripted dialogues by hand.
  • Support for Any Channel: Because the bot draws on your KB, it can answer via chat, email or even voice – all using the same accurate source. Multilingual support is even possible: AI can answer in different languages even if the KB is in one language.
Building the KB for AI: The best bots rely on a robust, well-organized KB. Begin by gathering FAQs, troubleshooting guides, product descriptions, and policy docs. Summarize and structure them clearly, since AI agents excel when content is concise. If you're missing articles, generative tools can help expand bullet points into full answers. The key is covering the questions customers ask most often. As Zendesk notes, "the first step... is to build a comprehensive knowledge base that addresses your most frequently asked questions".
Putting It Together: Once your KB is ready and linked, test the bot by asking sample queries. The AI will draw from your documents to respond. Monitor early conversations: if the bot ever misses an answer, add that info to the KB. Over time, as Tessa learns more customer phrasing, it will get better at understanding queries. You can also customize the bot's "tone" of answer to match your brand, ensuring consistency with other posts (see how in the first post).
Real-World Impact: Companies see big wins. For instance, Grove – a collaborative workspace platform – reports a 95% CSAT using lean teams because their AI agents handle most inquiries. Similarly, Zendesk found 44% of support agents say automated bots enabled them to do their job better. These stats highlight how KB-powered AI not only delights customers but also lightens the team's load.

Getting the Most Out of Your KB:

  • Keep it Updated. Treat the KB as a living document. When products change, update or add new articles. AI bots like Tessa will immediately incorporate the latest info.
  • Use Analytics. Track which questions the bot answers (and which it fails). This shows where customers need more help and where the KB might need expansion.
  • Multilingual Queries. Even if your KB is in one language, modern AI can translate on the fly. For global support (e.g., US and Africa markets), you can safely enable multilingual answering without rewriting all content.
In short, plugging your KB into an AI bot turns it into a tireless support agent. Customers get fast, accurate answers drawn from your official documentation. Meanwhile, your human team handles only the complex cases. Ready to streamline your support? Connect your knowledge base to Tessa and see how quickly questions start getting resolved—no manual effort. Schedule a demo or start a free trial to unlock instant self-service for your customers.

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