Writing Knowledge Entries the AI Can Quote

The way you write knowledge entries directly affects how accurately and naturally the AI quotes them to callers. Well-structured entries produce confident, specific answers. Vague or poorly formatted entries produce hedged, unhelpful responses.

Write in direct, quotable prose

The AI doesn't read articles word-for-word — it paraphrases and reformulates. But the more direct and specific your writing, the more accurate the AI's paraphrase will be.

Instead of: "Our restaurant may have limited seating available on weekends. Customers can potentially book through various channels."

Write: "We take reservations for Friday and Saturday evenings. Tables can be booked by phone or through our online booking page. We open at 6pm on weekends."

The second version gives the AI specific facts to convey.

Use complete sentences

Bullet lists and fragmentary notes (e.g. "Hours: Mon–Fri 9–5, Sat 10–3") are harder for the AI to paraphrase naturally than complete sentences.

Instead of:

  • Mon–Fri: 9am–5pm
  • Sat: 10am–3pm
  • Sun: Closed

Write: "We are open Monday to Friday from 9am to 5pm, and on Saturdays from 10am to 3pm. We are closed on Sundays."

This reads naturally when the AI repeats it to a caller.

Include context

Brief context makes your knowledge more useful. Instead of just stating a fact, include why it matters to customers.

Without context: "We do not accept walk-ins." With context: "We are a by-appointment-only salon and do not accept walk-ins. You can book an appointment by calling us or through our online booking page."

Keep entries focused

One article = one topic. Don't combine your hours, address, parking, and WiFi password into one entry. Separate them so the AI can retrieve and quote the right information for each specific question.

Test your entries with a call

After publishing, call your AI and ask the question your knowledge entry is designed to answer. Listen to the response:

  • Did the AI answer with the right information?
  • Did it sound natural?
  • Did it include anything inaccurate?

Adjust the entry accordingly and republish.

💡 Tip: Imagine your knowledge entry appearing as a quote in a newspaper story about your business. Would it be accurate and clear? If yes, it's probably well-written enough for the AI to use confidently.

⚠️ Important: After updating knowledge entries, always publish the AI to push the changes live. Saved drafts don't affect what callers hear.