[ Summary ] Key takeaways
- Add prices, specs, and availability so replies are accurate.
- Document FAQs the way customers actually ask them.
- Include brand context — tone, policies, and what you don't sell.
- Keep it current; outdated answers erode trust fast.
Products, prices, and specifications
Start with the essentials a customer asks before buying: product names, prices, sizes or variants, materials, and what is in stock. This is the information that turns a “how much?” comment into a confident answer.
Frequently asked questions
Think about the questions you answer over and over — delivery times, returns, payment methods, warranties. Write them down in plain language, the way customers phrase them, so the AI can match real questions to real answers.
- Shipping, delivery times, and areas you serve.
- Returns, refunds, and warranty terms.
- Payment options and order process.
Brand context and boundaries
Accurate answers also mean knowing what not to say. Give the AI your tone of voice, your key policies, and a clear sense of what you do and don't offer, so it stays helpful without over-promising.
Keep it fresh
Prices change, products sell out, and policies get updated. Treat your knowledge base as a living document and review it regularly — an out-of-date answer can cost you a sale and a customer's trust.
[ FAQ ] Frequently asked questions
What is a product knowledge base?
It is the structured set of product, pricing, FAQ, and brand information your AI assistant uses to answer customer questions accurately.
How detailed should the knowledge base be?
Detailed enough to answer the questions customers actually ask before buying — prices, availability, delivery, returns, and key product specifics.
