How to Set Up a Knowledge Base: Step-by-Step Guide
A powerful AI assistant starts with an equally powerful knowledge base. At CoSupport AI, we believe that building and maintaining a high-quality, well-organized knowledge base is the foundation of accurate, context-aware, and hallucination-free responses. Here’s how you can set one up in just a few clicks.
Accessing Knowledge Bases
To begin, navigate to the “AI Knowledge Bases” tab in the left-hand sidebar of your CoSupport dashboard. Here, you’ll find an overview of all existing knowledge bases with details such as:
- Name of the knowledge base.
- Project it’s assigned to.
- Quick action buttons to rename, reassign, or delete.
Have many bases? Use the built-in search bar to quickly locate a specific one.
To create a new knowledge base, simply click “Create New” in the top-right corner and name your knowledge base.
Adding Core Data Sources
Once your knowledge base is created, it will appear empty—but adding data is quick and seamless. Click the “Add Source” button to begin. CoSupport AI supports a wide range of data types to train your AI assistant:
FAQs
Manually input common questions and answers that your customers or users ask. This is ideal for standard responses like “How do I reset my password?” or “Where can I find my invoices?”
Files
Upload documents in various formats (PDFs, Word, TXT, etc.). CoSupport AI automatically parses these for relevant content. This is perfect for manuals, internal wikis, or legal policies.
Folders
Create folders to organize your uploaded content for easier navigation. This is for your convenience and does not affect the AI’s ability to use the content.
Website Sync & Autosync
Need to pull content directly from your company website? You can scrape entire websites or individual pages using our Website Source option. Key features include:
- Sync Nested Pages: Pulls all subpages under a domain.
- Auto-sync: Keeps your data fresh by re-scraping the site weekly or monthly. No manual work needed.
Once added, you can review what pages were indexed and modify the autosync schedule at any time.
Integrations with External Sources
CoSupport AI supports direct, secure integrations with third-party platforms. For example, our Zendesk integration allows you to connect:
- Help Center articles.
- Support tickets.
By providing API details, your knowledge base will stay automatically up to date through real-time sync. This means your AI agent will always be trained on the latest updates, without needing manual imports. You can disable real-time syncing if you prefer manual control.
Other integrations, like Freshdesk and Intercom, are available via API or request.
Managing and Organizing Your Content
All uploaded files and sources can be easily organized. Use the bulk move feature to shift multiple files into folders, or move individual files as needed. You can update, delete, or reorganize your content at any time without breaking AI functionality.
Want to remove outdated documentation or deprecate a knowledge base? A few clicks are all it takes.
Activating the Knowledge Base
Once your data is added, you’re just one step away from going live. Assign your knowledge base to any AI agent in your dashboard. From that moment, the assistant will use your curated content to respond intelligently and accurately to customer queries.
Why It Matters
A well-structured, clean, and regularly updated knowledge base ensures your AI agent delivers:
- Faster responses.
- Higher deflection rates (up to 90%).
- Accurate, hallucination-free answers.
- Consistent brand tone and information.
Whether you’re supporting students, customers, or internal teams, CoSupport AI’s knowledge base system is built for scalability, security (ISO 27001 & GDPR compliant), and smart automation.
Whether you’re supporting students, customers, or internal teams, CoSupport AI’s knowledge base system is built for scalability, security (ISO 27001 & GDPR compliant), and smart automation.
To complement this step-by-step guide, take a look at our article on how to prepare your knowledge base for AI-powered customer support automation. It highlights why a well-structured knowledge base is essential for long-term AI success in customer support.
