Knowledge Base

The Knowledge Base is what makes AgentShift answer like your business, not a generic chatbot. Every document you upload is chunked, embedded into a vector index, and searched semantically before each AI reply — so answers stay grounded in your actual policies, prices, and product details.

What to upload

• FAQ documents — the ten most-asked customer questions and your real answers
• Policies — refund, return, cancellation, warranty, shipping
• Product specs — detailed descriptions, ingredients, materials, compatibility
• SOPs — opening hours, escalation rules, specialist contacts
• Pricing & plans — anything the AI should quote precisely

Supported formats

• PDF (text-based; scanned PDFs need OCR first)
• DOCX, DOC
• TXT, Markdown
• Direct paste — no file required for short content

How it works under the hood

When you upload a document, AgentShift splits it into ~175-word chunks with 30-word overlap, embeds each chunk using OpenAI's text-embedding-3-small model, and stores the vectors in MongoDB. On every customer message, the top-K most similar chunks are pulled into the AI's context as grounding.

The chunk size is tuned for accuracy — small enough that each chunk is single-topic (so similarity scores are meaningful), large enough to preserve context. You don't need to think about this; the defaults work for almost every business.

Tips for high-quality answers

• One topic per section. Use clear headings. The chunker respects paragraph boundaries — a well-structured doc produces well-grounded answers.
• Write in plain language. If your policy doc reads like a contract, the AI will sound like one. Rewrite for the customer.
• Spell out abbreviations the first time. "Cash on Delivery (COD)" — then the AI handles both phrasings.
• Update, don't append. If your refund policy changes, replace the document. Stale chunks confuse the AI.
• Test after every upload. Use the dashboard's test message tool to ask 3–5 real questions before going live.

Per-branch knowledge

If you run multiple locations, each branch can have its own knowledge base — your Mumbai store's opening hours are separate from your Delhi store's. Upload at the branch level from Branch Settings → Knowledge Base.

What the AI won't do

If the answer isn't in your knowledge base, the AI says so honestly and offers escalation rather than inventing a reply. This is intentional — confident wrong answers cost more trust than honest "let me check with the team" handoffs.