Upload the materials the AI answers from
Two libraries: products and FAQ. Follow the template, upload, then link both to the agent. What you do not upload, it will not invent.
Make the AI answer from your real materials rather than from general knowledge.
Your product descriptions, FAQ, shipping, after-sales and refund policies.
- Upload the product library Follow the console template. Model numbers, compatibility, sizes and variants are the fields customers ask about most.
- Upload the FAQ library Question-and-answer pairs. Write them the way customers actually ask, not the way a policy document phrases it.
- Link both libraries to the agent Uploading is not enough — the agent has to be associated with the libraries, or it will answer with nothing.
- Test with three real questions Use questions customers actually asked you this month, including one you know is awkward.
The AI answers your three test questions from your materials, and says it will check with the team for anything outside them.
What if the AI does not know something?
It should escalate rather than improvise. If it invents an answer, that is a knowledge-base gap — add the material, or add a rule that sends that intent to a human.