Knowledge Base Overview
What you'll learn: What the knowledge base is, how it helps your AI assistants, and why it matters for your practice.
What is the Knowledge Base?
The knowledge base is a collection of information about your practice that your AI assistants use to answer questions and provide accurate information to callers and through the chat.
Why It Matters
A well-maintained knowledge base means:
- More accurate AI responses
- Better caller experiences
- Fewer incorrect answers
- Less need for human intervention
What Goes in the Knowledge Base
Business Information
- Your services and specialties
- Office hours and locations
- Parking and directions
- Contact information
Common Questions (FAQs)
- Questions patients frequently ask
- Accurate answers to those questions
- Policies and procedures
Service Details
- What each service includes
- How long appointments take
- Preparation instructions
- Pricing information (if shared)
Practice Policies
- Cancellation policies
- Late arrival policies
- Payment expectations
- What to bring to appointments
How the AI Uses It
When someone asks a question:
- The AI searches the knowledge base
- It finds relevant information
- It crafts an appropriate response
- The caller gets an accurate answer
Knowledge Base vs. Settings
| Knowledge Base | Settings |
|---|---|
| Information for AI to share | System configuration |
| FAQs and answers | Business hours, team members |
| Detailed explanations | Features and options |
| Customer-facing content | Internal setup |
Keeping It Current
Your knowledge base should be:
- Accurate — Contains correct information
- Current — Updated when things change
- Complete — Covers common questions
- Clear — Written understandably
Who Maintains It
Typically:
- Admins can add and edit content
- Managers may have editing access
- Regular review keeps it fresh
Next: Adding FAQs | Previous: Adding Insurance Information