Knowledge Bank best practices

Learn about best practices to follow when creating and managing a Knowledge Bank.

To configure and create the best Knowledge Banks for your Agents, follow these below best practices.

• Ensure your PDF content follows a clear structure, including the use of headings and sub-headings.

• When uploading content, review the value of the content and establish the value end-users will get from it. If its not valuable, don't add it.

• Ensure the name of the file does not start with '#', or end with .mp4, .mp3, .mov, or .PDF.

• The length of the content does not matter as it will be segmented.

• Ensure the processing of videos includes titles for each segment and that these titles make sense. The system will produce AI-generated titles but sometimes they need tweaking.

• We recommend always adding a thumbnail image - this helps end-users understand the content topic and decide whether they want to engage. In order to find out more about setting up a successful thumbnail image, please see our Thumbnail Design article.

If you need any help at all, please ask your Customer Success Executive.