Well-written and structured text for a knowledge base helps AiVA quickly understand your information and provide accurate, relevant answers during calls.
Follow the guidelines below to make your content easier for the AI agent to process and use effectively.
Writing guidelines
Be clear and direct
Use plain, conversational language. Avoid long introductions or vague wording. Keep explanations concise and easy to understand.
Instead of:
Our platform offers multiple engagement models that vary in deliverability.
Try:
We offer three plans: Starter, Growth, and Enterprise. Each includes different features.
Include only what the agent should say
AI agents may use your content directly in responses. Do not include internal notes, instructions, or information that should not be shared with callers.
Avoid sensitive data
Avoid including personal or account-specific details, passwords, tokens, or internal links.
Structure your content effectively
Start with key information
Place the most important details at the beginning of the page
Provide quick, direct answers to common questions
Include summary information at the top when possible
Break content into sections
Organize content into smaller, clearly labeled sections. AI agents process smaller chunks of text more effectively than large blocks.
Example:
Shipping policy
Orders are processed within 1–2 business days
Delivery typically takes 3–5 business days
You will receive a tracking number once your order has shipped
Use clear headings
Use descriptive headings to separate topics and make it easier for the AI agent to locate relevant information.
Focus on one idea per section
Avoid combining multiple topics in a single paragraph. Keep each section focused on one question or concept.
Format for AI consumption:
Use formatting that helps the AI quickly interpret and retrieve information:
Use bullet points for lists, facts, and features
Use numbered lists for step-by-step instructions
Keep paragraphs short (2–4 sentences maximum)
Use FAQ format when appropriate:
Q: How do I request a refund?
A: You can request a refund within 14 days of purchase