Knowledge base

A knowledge base is a structured collection of a company's information, such as help articles, policies and guides, that people and AI tools can search.

In practice: Support teams use it to answer customers, and employees use it to find internal processes. AI tools connect to knowledge bases to answer questions from that content, usually through RAG.

Why it matters when picking a tool

The quality of any AI support or internal assistant depends on the knowledge base behind it. Before buying an AI layer, check that your content is current and complete. Look for tools that flag unanswered questions, so gaps in the content become visible.