AI & Knowledge Base
Connect your knowledge base to power accurate AI responses.
The Kerabie AI draws all its answers from your published knowledge base articles. There is no separate AI training step. Publish an article and it's immediately available to the AI.
How the AI uses articles
When a visitor sends a message, the AI:
- Searches your knowledge base for articles relevant to the question
- Reads the matched articles in full
- Generates a response grounded in that content
- Cites the article title so the visitor can read the full page
If no relevant article is found, the AI says it doesn't know and offers to connect with a human agent.
Writing articles the AI understands well
The AI works best with articles that are:
- Specific: one topic per article, not a wall of text covering everything
- Direct: answer the question in the first paragraph, then add detail
- Keyword-rich: include the exact phrases visitors use (e.g. "cancel subscription", "forgot password")
- Up to date: outdated answers are worse than no answer; archive articles that no longer apply
Avoid:
- Marketing language and filler ("We're excited to offer...")
- Ambiguous pronouns without clear referents
- Answers that depend on context the AI can't know (e.g. "call us at...")
Controlling AI access per article
By default the AI can use all published articles. To exclude a specific article:
- Open the article in the knowledge base editor
- Toggle Exclude from AI in the sidebar
- Save
The article still appears in the FAQ widget and search; it's only hidden from AI responses.
Checking what the AI knows
Under Settings → AI Assistant → Knowledge, you can see which articles the AI currently has access to and test specific questions to see which article it would use.
Syncing after changes
The AI index updates within 2 minutes of publishing, editing, or archiving an article. There is no manual sync required.