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KnowledgeAI unifies and leverages your brand’s content to provide fast answers to common questions and issues, and effectively automate consumer conversations at scale.


Using KnowledgeAI, you can ingest and transform your existing content, so it can be used to seamlessly answer consumer questions in rich, automated conversations over Voice and Messaging channels.

Looking for more? See this in-depth introduction in our Knowledge Center.

Knowledge bases

A knowledge base exposes a repository of articles that support a particular classification in your business. As an example, the following is an illustration of an internal knowledge base, which contains Telco FAQs.

Example articles in an example internal knowledge base

When used in a bot, a knowledge base is a great tool to answer questions about a variety of topics specific to the bot's area of expertise. Typically, in Conversation Builder, you might add a knowledge base integration in a Fallback dialog to provide simple answers to topics not covered elsewhere in the bot. Alternatively, you might have an FAQ bot that is driven by a knowledge base full of articles. Powering bots with intelligent answers can increase containment: It helps to ensure that the conversation stays between the bot and the consumer and that the consumer's need is resolved by the bot.

In the KnowledgeAI application, you add and manage knowledge bases. The knowledge bases either contain articles, or they integrate with an external content source that contains them.

Content sources

You can create knowledge bases using a variety of content sources:

  • Web site
  • PDF
  • Content management system (CMS)
  • Google sheet
  • CSV file

You can also start from scratch and author articles directly in a knowledge base.

Web sites

You likely have a lot of knowledge content on your organization's Web site. If so, you can add an internal knowledge base and import the contents when you do.


PDFs are common, and they're an easy way to import content into KnowledgeAI. If this is your tool of choice, you can add an internal knowledge base and import the contents of a PDF when you do.


If you have a content management system (CMS) with well-curated content that you want to leverage in bot conversations, you can add an external knowledge base. This is one where the content is authored and managed entirely within the external CMS application. Integrating with your CMS lets your content creators use familiar tools and workflows to author and manage the content. You can integrate with any CMS that has the capability, i.e., an API connector. Notable examples include:

Google sheets

If your tool of choice is a simple Google sheet, you can add an internal knowledge base and link the sheet to it.

CSV files

If your tool of choice is a simple CSV sheet, you can add an internal knowledge base and import the contents of the CSV file when you do.

Starting from scratch

If you’re starting a knowledge base from scratch, and you prefer to work directly in the KnowledgeAI application, you can also do this.

Content management

As mentioned above, in KnowledgeAI, you can populate a knowledge base in several ways. Here's an at-a-glance view of how that works:

Method Are articles enabled by default?
Import PDFs Yes
Import Web page content Yes
Import Google sheet Yes
Import CSV Yes
Integrate with external CMS Not applicable; only the title and unique key to the article are stored
Manual creation within KnowledgeAI No

What you can’t do is mix content types within a knowledge base, for example:

  • If you add a knowledge base and import 2 PDFs into it, you’ll see a Sources page which you can use for adding more PDFs…and only PDFs. The same applies if you import Web pages.
  • If you add a knowledge base and import a CSV into it, this is considered a one-time operation. You won’t see a Sources page for importing more content later.

Access KnowledgeAI

  1. Access the dashboard of Conversational AI applications.
  2. Click KnowledgeAI.

Try the tutorial

If you're just beginning with KnowledgeAI, we recommend the Getting Started tutorial series. For some exposure to KnowledgeAI, make sure to continue on to the advanced tutorial series. The second series builds on the first.