Documentation/Knowledge Base/Managing Knowledge Content

Managing Knowledge Content

What you'll learn: How to organize, edit, and maintain your knowledge base for optimal AI performance.

Organizing Your Content

Keep your knowledge base organized by:

  • Grouping related FAQs together
  • Using clear, descriptive titles
  • Maintaining consistent formatting
  • Archiving outdated content

Reviewing Existing Content

Regularly check your knowledge base:

  • Are answers still accurate?
  • Has any information changed?
  • Are there gaps in coverage?
  • Do answers need updating?

Editing Content

To update existing content:

  1. Navigate to the knowledge base
  2. Find the item to edit
  3. Make your changes
  4. Save the updates

Changes take effect immediately for the AI.

Deleting Content

To remove outdated content:

  1. Find the item to delete
  2. Click delete or remove
  3. Confirm the action

Caution: Once deleted, the information is no longer available to the AI.

Identifying Gaps

Look for gaps in your knowledge base by:

  • Reviewing call transcripts for unanswered questions
  • Asking staff what questions come up often
  • Checking what the AI couldn't answer
  • Listening to patient feedback

Filling Gaps

When you find a gap:

  1. Write the question as patients ask it
  2. Create a clear, complete answer
  3. Add to the knowledge base
  4. The AI can now answer that question

Quality Standards

Ensure all content is:

  • Accurate — Double-check facts
  • Current — Reflect current practices
  • Complete — Answer the full question
  • Clear — Easy to understand
  • Professional — Appropriate tone

Version Control

Keep track of changes:

  • Note when major updates occur
  • Document why changes were made
  • Review periodically for drift

Team Collaboration

If multiple people manage content:

  • Establish who can edit what
  • Create guidelines for style and format
  • Review each other's additions
  • Communicate about changes

Content That Shouldn't Be Included

Avoid adding:

  • Medical advice (beyond general info)
  • Promises you can't keep
  • Pricing that changes frequently (unless maintained)
  • Information that requires nuance

For complex topics, have the AI offer to take a message or transfer.

Next: How the AI Uses Knowledge | Previous: Adding FAQs

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