Skip to content

Knowledge Base

Knowledge Base allows AiX to use your organization's documents and information when answering questions.

Instead of relying only on the general knowledge of an AI model, AiX can search the selected Knowledge Base for information relevant to your question and provide that information to the AI model as additional context.

This helps users work with organizational policies, procedures, manuals, reports, reference materials, and other business information through a conversational interface.

What is a Knowledge Base?

A Knowledge Base is a collection of information that AiX can search and use when responding to questions.

For example, an organization might create Knowledge Bases for:

  • Human Resources policies
  • Standard Operating Procedures (SOPs)
  • Product documentation
  • Customer service procedures
  • Technical manuals
  • Legal and compliance information
  • Project documentation
  • Internal policies and guidelines

Knowledge Bases can be created for a particular team, department, subject, or business purpose.

The Knowledge Bases available to you depend on your organization's configuration and your access permissions.

Using a Knowledge Base

To ask questions using a Knowledge Base:

  1. Open Knowledge Base from the AiX navigation menu.
  2. Select the Knowledge Base you want to use.
  3. Enter your question.
  4. Select Send or press Enter.
  5. Review the response and any available source references.

AiX searches the selected Knowledge Base for information relevant to your question and uses the retrieved information as context for the AI model.

You can continue asking follow-up questions within the same conversation.

Asking Effective Questions

You can ask questions using normal language.

For example:

What is the company's annual leave policy?

What is the procedure for handling a customer complaint?

Summarize the approval requirements described in the procurement policy.

What documents are required before this process can be approved?

Compare the requirements described in these procedures.

Specific questions generally help AiX identify the most relevant information.

If the initial response does not contain the information you need, you can refine your question or provide additional context.

For example:

Only consider the requirements for permanent employees.

Or:

Focus on the approval process described in the Finance Policy.

How Knowledge Base Answers Questions

When you submit a question, AiX identifies information within the Knowledge Base that may be relevant to your request.

The relevant information is then provided to the selected AI model as context for generating the response.

In simplified terms:

Your Question → Search Knowledge Base → Retrieve Relevant Information → AI Model → Response

This approach is commonly known as Retrieval-Augmented Generation (RAG).

It allows the AI model to work with organizational information without requiring that information to be used to train the AI model.

Source References

Where available, AiX can provide references to the information used when generating a response.

References may identify information such as the source document, page, section, or other available source details.

Use these references to review the original information and verify important answers.

For business-critical activities, the original source document should remain the authoritative source.

Working with Multiple Documents

A Knowledge Base may contain many documents covering the same or related subjects.

When you ask a question, AiX searches across the available information to identify relevant content.

This allows you to ask questions that may require information from multiple documents.

For example:

Summarize the approval requirements across these procedures.

Or:

Are there any differences between the requirements described in the HR Policy and Employee Handbook?

The quality of the response depends on the information available within the Knowledge Base and the relevance of the information retrieved.

Creating a Knowledge Base

Depending on your permissions, you may be able to create and manage Knowledge Bases.

When creating a Knowledge Base, provide a clear name and description so that users understand its intended purpose.

For example:

Name: HR Policies

Description: Company policies and procedures relating to employees, leave, benefits, expenses, and workplace practices.

A clearly defined Knowledge Base makes it easier for users to select the appropriate source of information for their questions.

Adding Content

Depending on your organization's configuration, content can be added or made available to a Knowledge Base from supported information sources.

These may include documents and enterprise content locations configured for AiX.

When adding content, consider whether the information is:

  • Relevant to the purpose of the Knowledge Base
  • Current and authoritative
  • Appropriate for the intended users
  • Free from unnecessary duplicate or outdated versions
  • Organized clearly enough for users to identify the original source

Maintaining good source information improves the usefulness of the Knowledge Base.

Updating Knowledge

Organizational information changes over time.

Policies may be revised, procedures may be replaced, and new documents may become authoritative.

Knowledge Base owners should periodically review the information available within their Knowledge Bases and ensure that outdated or superseded information is handled appropriately.

This helps reduce the possibility of users receiving answers based on information that is no longer current.

Access and Permissions

Access to Knowledge Bases is controlled by your organization's AiX configuration.

Depending on your permissions, you may be able to:

  • Use a Knowledge Base
  • Create a Knowledge Base
  • Add or manage content
  • Share a Knowledge Base with other users or teams
  • Modify Knowledge Base settings

Users should only have access to Knowledge Bases and source information that they are authorized to use.

Knowledge Base and Chat

Chat provides a general-purpose conversation with an AI model using the information supplied within the conversation.

Knowledge Base adds organizational information that AiX can search and provide to the AI model when answering your question.

For example:

Chat

Explain what an employee leave policy normally contains.

The AI model can provide a general answer based on its available knowledge.

Knowledge Base

According