How to train a support AI agent on your real knowledge base

Support AI is only as good as the source material.
If the knowledge base is messy, the agent will be messy.

Start with the highest-volume topics

Prioritize:

• Account access and password flows
• Billing and plan basics
• Shipping, returns, and refunds
• Product how-tos
• Known outage or status language

Cover the questions your team answers every day first.

Write for answers, not for binders

Each article should include:

• The exact question customers ask
• A clear step-by-step answer
• What the agent must not promise
• When to email the team the transcript

Short, current, and owned beats long wiki dumps.

Refresh on a schedule

• Review top failed answers weekly
• Update policy changes the same day
• Archive outdated macros

Stale content quietly recreates ticket volume.

Measure answer quality

Track resolution without ticket, email-alert rate, and "that did not help" reactions.