Your chatbot is configured but its answers are vague or imprecise? The problem is in the knowledge base. A too-small, poorly organised, or outdated knowledge base causes AI to start “making things up” – and lose customer trust.
The garbage-in, garbage-out principle
AI is only as good as the data you feed it. If your website has outdated prices, incomplete FAQs, or a missing return policy page – the chatbot will give incorrect information or refer customers to a consultant at every question.
Knowledge source hierarchy – what to index first
1. FAQ page (mandatory)
This is the foundation of your knowledge base. Compile 20–30 of the most common questions and write thorough answers. The more detailed, the better. “Delivery takes 2–3 working days for parcels up to 30 kg” is 10× better than “Fast delivery”.
2. Returns and complaints policy
One of the most common questions in any store. Upload the full policy as a PDF or index the returns page. The chatbot will quote precise details instead of giving vague answers.
3. Pricing and sales documents
For B2B companies: upload current price lists, partnership terms, bulk discount information. The chatbot becomes a virtual salesperson available 24/7.
4. Technical documentation and instructions
Product manuals, installation guides, answers to technical issues. Instead of waiting for a consultant, the customer gets an answer in 3 seconds.
5. Product/service description pages
Detailed descriptions with technical specs, comparisons, use cases. The chatbot can compare products and recommend the best choice for a given customer.
How to prepare content for indexing
Best practices:
– Use headings (H2, H3) – AI can more easily extract topics
– Write in bullet points rather than long paragraphs
– Avoid unexplained abbreviations
– Update content whenever prices or conditions change
– Add update dates to documents
Formats supported by AIGoChat
• Web pages (URL crawl) – automatic refresh weekly or monthly
• PDF – manuals, policies, price lists
• DOCX – Word documents
• TXT and Markdown – plain text files
• CSV – product databases, FAQ tables
Manual Q&A – the secret weapon for precise answers
Beyond automatic crawling, it’s worth adding manual question-and-answer pairs for critical topics. Example:
Question: “Do you deliver to Germany?”
Answer: “Yes, we ship throughout Europe. Delivery to Germany takes 3–5 working days. Shipping cost from €5.”
For that type of question the chatbot will always use this precise answer instead of searching the crawled content.
Monitoring and improvement
AIGoChat shows questions the bot didn’t know how to answer or answered uncertainly. That’s your task list for filling knowledge base gaps. Review it weekly and fill in the gaps – after a month the chatbot will answer 95%+ of customer questions precisely.