Knowledge Base
A structured repository of information used by agents and AI bots.
Definition
A knowledge base is a centralised repository of structured information — articles, FAQs, product documentation, policies — that serves as a reference for customer support agents and as training data for AI-powered chatbots.
In Depth
Knowledge bases can be internal (agent-facing) or external (customer-facing). For AI applications, the knowledge base is indexed and used for retrieval-augmented generation (RAG), enabling bots to provide accurate, contextual answers. Key features include version control, search, categorisation, and analytics.
Lodgestory's AI agents use a knowledge bank where you upload documents, URLs, and FAQs to train the AI for automated customer responses.
See it in action
Learn how Lodgestory implements this concept in the Knowledge Bank feature.
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