Knowledge and documents

What the AI knows about your business, where that knowledge comes from, and why this is the single biggest lever on answer quality.

Principle

The AI answers from your business, not from the internet

SIMCOAI grounds replies in the information you supply. If something is not in your knowledge, the right behaviour is to say so and capture the question - not to guess.

Most complaints about "the AI got it wrong" trace back to missing knowledge rather than a faulty model. Read the transcript, find the question, add the answer.
Sources

What feeds the AI

Services
What you actually offer, named the way customers say it. "Consultation" and "follow-up consultation" are different things.
Opening hours
Drives in-hours and out-of-hours behaviour everywhere else in the product.
Policies
Refunds, cancellations, deposits. State them as you would to a customer, not as internal shorthand.
FAQs
The questions you answer most on the phone today. Start here - it is the highest return for the least effort.
Documents
Longer reference material the AI can draw on.
Transfer destinations
Where a call goes when a person is needed.
Writing

Writing knowledge the AI can use

DoInstead of
"We refund unopened items within 30 days of delivery.""Refunds: see policy"
"We are closed on bank holidays."Leaving the hours blank and hoping
"Ask for the order number, then the delivery postcode.""Verify the customer"
Plain sentences a new starter would understandInternal codes, abbreviations or team shorthand

A good test: could someone on their first day answer the phone using only this? If not, the AI cannot either.

Maintaining

Keeping it current

Knowledge rots. Prices change, services get retired, seasonal hours come and go.

  • Review after any pricing or service change
  • Check hours before every holiday period
  • Add anything the transcripts show the AI could not answer
  • Remove anything no longer true - stale knowledge is worse than none, because it is answered confidently
Related

See also