Content ingestion

Overview

Knowledge allows your AI Agent to tap into multiple sources of information about your business. This helps the AI respond accurately to end user queries. You can configure Ada to read from various sources like Zendesk or Salesforce knowledge bases, or a website, or author articles directly within the Ada dashboard.

Limitations

• Content size: Supports up to 50,000 articles across all knowledge sources.
• Formatting restrictions: Some complex HTML elements like nested tables are not supported.

Use cases

The following scenarios illustrate how you can leverage knowledge sources in Ada:

• Import Frequently Asked Questions (FAQs)

  Allow the AI Agent to utilize pre-existing FAQ content to answer common end user queries during conversations.

• Import a public knowledge base

  Connect a public knowledge base (e.g., Zendesk or Salesforce) so that the AI agent can provide up-to-date information that you maintain in your original knowledge base.

• Import scripts and conversation guides

  Import scripts and conversation guides that were originally intended for human agents to use in live chat or phone support. By enabling the AI Agent to leverage these scripts, you maintain a consistent messaging strategy while also providing end users with reliable information without human intervention.

• Import industry-specific knowledge

  Incorporate industry-specific knowledge, for example a FinTech company might import tax regulations documentation enabling the AI Agent to assist end users with queries about financial regulations.

Capabilities & configuration

Ada’s AI Agent supports various content formats, languages, and import methods.

Capabilities

• Supported content types and formats:
  • Allows rich text formatting such as bold, italics, and lists, enabling well-structured responses.
  • Supports media elements like images and tables, making responses more comprehensive.
  • Provides hyperlink support to guide users to external resources directly.
• Multi-language support:
  • Import knowledge in multiple languages, allowing the AI Agent to deliver localized information based on user language preferences. See the language support documentation for a complete list.

Import methods

• Connect a knowledge base: Connect a knowledge base to automatically sync and update articles.
• Website import: Import publicly available content directly from specified URLs. Ada runs daily syncs to automatically detect and update changes.
• Direct authoring: Create and edit knowledge articles manually within Ada’s dashboard.
• Knowledge API: Use the Knowledge API to import knowledge from any sources.

Quick start

To add Knowledge to your AI Agent:

Best practices

• Tag articles clearly to help Ada retrieve relevant information more effectively.
• Limit article size for faster responses and more accurate searches.

Related features

• Webhook integrations: Trigger automatic actions based on AI responses by combining webhooks with Knowledge.