Knowledge

Content ingestion

Knowledge allows your AI Agent to tap into multiple sources of information about your business. This helps the AI respond accurately to customer queries. You can configure Ada to read from various sources like Zendesk or Salesforce knowledge bases, or a website, or author articles directly within the Ada dashboard.

Use cases

The following scenarios illustrate how you can leverage knowledge sources in Ada:

  • Import Frequently Asked Questions (FAQs)

    Allow the AI agent to utilize pre-existing FAQ content to answer common customer queries during conversations.

  • Import a public knowledge base

    Connect a public knowledge base (e.g., Zendesk or Salesforce) so that the AI agent can provide up-to-date information that you maintain in your original knowledge base

  • Import scripts and conversation guides

    Import scripts and conversation guides that were originally intended for human agents to use in live chat or phone support. By enabling the AI agent to leverage these scripts, you maintain a consistent messaging strategy while also providing customers with reliable information without human intervention.

  • Import industry-specific knowledge

    Incorporate industry-specific knowledge, for example a FinTech company might import tax regulations documentation enabling the AI agent to assist customers with queries about financial regulations.

Capabilities & configuration

Ada’s AI Agent supports various content formats, languages, and import methods.

Capabilities

  • Supported content types and formats:
    • Allows rich text formatting such as bold, italics, and lists, enabling well-structured responses.
    • Supports media elements like images and tables, making responses more comprehensive.
    • Provides hyperlink support to guide users to external resources directly.
  • Multi-language support:
    • Import knowledge in multiple languages, allowing the AI Agent to deliver localized information based on user language preferences. See our language support documentation for a complete list.

Import methods

  • Connect a knowledge base: Connect a Zendesk or Salesforce knowledge base to automatically sync and update articles.
  • Website import: Import publicly available content directly from specified URLs.
  • Direct authoring: Create and edit knowledge articles manually within Ada’s dashboard.
  • Knowledge API: Use the Knowledge API to import knowledge from any sources.

Known limitations

  • Content size: Supports up to 50,000 articles across all knowledge sources.
  • Manual refresh for website imports: Unlike automatic updates for knowledge bases, website imports need manual refresh to reflect changes.
  • Formatting restrictions: Some complex HTML elements like nested tables are not supported.

Quick start

1

On the Ada dashboard, go to Training > Knowledge. Then, at the top of the page, click one of the following buttons:

Best practices

  • Tag articles clearly to help Ada retrieve relevant information more effectively.
  • Limit article size for faster responses and more accurate searches.
  • Explore how Webhook integrations can be combined with knowledge to trigger automatic actions based on AI responses.

Have any questions? Contact your Ada team, or email us at .