Preparation
AI chatbot knowledge base: what to prepare before you start
In this guide
Before introducing a chatbot, identify the business information it can use and who can check that information. Start with one clearly defined task and traceable sources rather than copying everything into one large document.
This is a preparation aid. It is not a mandatory intake form, a supported-file-format list or a privacy-compliance assessment for a particular system.
1. Define one initial task
For example, help visitors understand your services, find the right contact route or check opening hours. Also define what is outside the task. Describing a service is different from issuing a personalized quote; requesting an appointment is different from creating a confirmed booking.
2. List the sources
Collect the relevant web pages, approved service descriptions, public pricing information and checked answers to recurring questions. A simple register helps:
| Topic | Approved source | Who checks it? | Last checked | Any conflict? |
|---|---|---|---|---|
| Opening hours | Contact page | Designated contact | Actual review date | Does the footer differ? |
| Services | Approved service list | Service owner | Actual review date | Are old names still used? |
| Contact route | Public contact channel | Designated contact | Actual review date | Do the links lead to the same place? |
These are examples: replace them with your own sources and responsible people. Passwords, API keys and complete customer databases do not belong in this preparation register.
3. Resolve contradictions
If two pages show different opening hours, establish which is current before using them. Check old price lists, discontinued services and conflicting contact details in the same way.
Using sources does not guarantee that every answer will be correct. Consistent, checkable information provides a clearer basis for configuration and testing.
4. Separate public facts from individual records
Opening hours and service descriptions are different from a customer's order, appointment or contract. Individual records require their own access, identity and permitted-action decisions.
Do not assume a system reading your website also knows your internal information. Any connections and data-handling arrangements need to be established separately.
5. Prepare ten test questions
- Four genuinely common questions.
- Two questions with an important detail missing.
- One referring to an old or incorrect fact.
- One without a suitable source.
- One outside the intended task.
- One asking for another contact route or human assistance.
Write down the expected behavior for each: answer, clarify, identify missing information or offer a defined next step. If you expect an action, check its result as well as the conversation text.
6. Give changing information an owner
Decide who can approve changes to service information or opening hours. How changes are applied and retested depends on the system. This responsibility register does not imply a particular maintenance service is included.
If you are still choosing between answers and a more involved workflow, read the chatbot-or-assistant decision guide.
The Automated Chat service page explains the website chatbot's role. Contact us to discuss your own workflow.