Knowledge Base
Connect your documentation so Stylo can ground AI responses in your actual policies and information.
Stylo's knowledge base is how you give the AI access to your company's documentation, policies, and procedures. When generating responses, Stylo searches your knowledge base for relevant articles and uses them to ground the response in accurate, up-to-date information.
Why it matters
Without a knowledge base, the AI generates responses based on general knowledge and the ticket context alone. With a connected knowledge base, responses reference your specific policies, pricing, procedures, and product details. This dramatically reduces hallucination and increases response accuracy.
What makes good knowledge base content
The best articles for AI-grounded responses are:
- FAQ-style content — clear questions with direct answers
- Policy documents — return policies, SLAs, warranty terms
- Process guides — step-by-step instructions for common issues
- Product documentation — feature descriptions, pricing tiers, specifications
- Troubleshooting guides — known issues and their resolutions
Content to avoid or exclude
Some content doesn't help (and can hurt) response quality:
- Outdated articles — old pricing, deprecated features, expired promotions
- Blog posts and marketing content — promotional language doesn't belong in support responses
- Internal-only documentation — content not meant for customer-facing use
- Duplicate articles — multiple versions of the same information confuse the search
How Stylo uses your knowledge base
When a response is generated (via Assist, Response Workflows, or background automation):
- Search — Stylo embeds the customer's question and searches your knowledge base using semantic similarity (not just keyword matching)
- Rank — The most relevant articles are ranked and selected
- Ground — The AI uses the article content as context when generating the response, citing specific policies and information
- Cite — Relevant articles appear in the sidebar's Resources tab so agents can reference them directly
Managing your knowledge base
Adding content
You can populate your knowledge base by:
- Connecting Zendesk Help Center — Automatically imports and syncs your published articles
- Uploading documents — PDF, DOCX, and other document formats can be uploaded directly
Selecting knowledge bases for workflows
Each Response Workflow can be configured to search specific knowledge bases. This is useful when different workflows need different documentation — a billing workflow searches your pricing docs, while a product support workflow searches your technical docs.
Tips
- Quality over quantity. A smaller knowledge base with accurate, well-written articles produces better responses than a large one full of outdated or irrelevant content.
- Keep articles focused. One topic per article. An article that covers both "return policy" and "shipping times" is harder for the AI to use precisely than two separate articles.
- Update regularly. When policies change, update the knowledge base. Stale articles lead to incorrect responses.
- Review what the AI cites. Check the Resources tab in the sidebar to see which articles are being used. If irrelevant articles keep appearing, consider removing or restructuring them.