How do I set up an AI knowledge base for customer service?
With SendSeven, set up an AI knowledge base in 5 minutes: crawl your website, upload documents, write FAQ pairs, or learn from resolved tickets. The AI answers using RAG (Retrieval-Augmented Generation) only from your content, with source citations and zero hallucinations, across four hybrid modes from fully automated to human-first. From EUR 79/month (Professional).
Your knowledge works
around the clock.
60 to 80% of customer inquiries are repetitive. Your knowledge base answers them instantly, on every channel, without hallucinations.
The knowledge problem every growing business faces
Monday morning. A customer asks about the return policy. The colleague who knows the answer is on vacation. The new hire spends 10 minutes searching through old emails before giving an uncertain reply. The customer waits. And doubts.
For small and mid-sized businesses with 5 to 50 employees, this is everyday reality. Knowledge lives in the heads of individual people, in scattered documents, and in email inboxes only one person can access. When that person gets sick, quits, or goes on leave, a gap opens that no one can quickly fill.
Meanwhile, customers keep asking the same questions: business hours, shipping costs, return windows, product differences. 60 to 80% of all inquiries are repetitive. Your team answers the same questions dozens of times per week while complex cases pile up.
And after hours? Nobody responds. 57% of customers expect the same response time in the evenings and on weekends. Those who don't get an answer buy elsewhere.
A knowledge base that never forgets
SendSeven's AI Knowledge Base learns from your own content and answers customer inquiries instantly. No made-up facts, no hallucinations: the AI responds exclusively from your sources, with citations.
Here's how it works: you feed the Knowledge Base with four types of content. Your website is crawled automatically, documents (PDF, DOCX, TXT) are uploaded, FAQ pairs are entered directly, and resolved tickets flow in as experiential knowledge. The AI breaks this content into searchable chunks and answers via RAG (Retrieval-Augmented Generation) using only this material.
In practice, this means: a customer asks at 9 PM via Live Chat about the return policy. The AI searches your knowledge base, finds the answer in your terms and conditions, and responds in seconds with a source citation. If it's uncertain, it automatically escalates to your team in the Unified Inbox.
The same works on WhatsApp and Telegram. The same knowledge base, available everywhere. And you control the level of automation: from fully automatic to human-first with AI assistance.
Measurable results
Businesses with an AI knowledge base see improvements in three areas.
4 knowledge sources, one AI
Your website is crawled automatically and stays current through re-crawling. Upload manuals, price lists, or guides as PDF, DOCX, or TXT. Write FAQ pairs directly in the platform. And let the AI learn from resolved support tickets.
- Website crawling: import all pages automatically, refresh anytime
- Document upload: PDF, DOCX, TXT (manuals, price lists, guides)
- FAQ pairs: create question-answer pairs directly in the platform
- Learn from tickets: resolved conversations automatically become AI knowledge
No made-up facts. Guaranteed.
SendSeven uses RAG (Retrieval-Augmented Generation) instead of free-form generation. The AI first searches your knowledge base, finds relevant passages, and formulates the answer only from this material. Every answer includes a source citation. If the AI can't find a suitable answer, it automatically escalates to your team.
- RAG approach: AI answers only from your verified content
- Source citations: customers and your team see where the answer came from
- Confidence scoring: see in the dashboard how confident each answer was
- Automatic escalation on uncertainty, keyword detection, or customer request
Different topics, different bots
Create sub-folders in your knowledge base and assign each bot or automation its own folder. The sales bot accesses product knowledge, the support bot uses technical documentation, the HR bot draws from internal policies.
- Sub-folders for different topics, teams, or products
- Each bot or automation uses only its assigned folder
- Dedicated RAG corpus per folder for precise, topic-specific answers
- Slash command /kb searches individual folders on demand
One knowledge base, every channel
The knowledge base isn't limited to a single channel. The same AI bot answers questions on your live chat widget, via WhatsApp, and through Telegram. The same answers, the same quality, no matter where the inquiry comes from.
- Live Chat: AI responds directly on your website
- WhatsApp: customers ask questions on the most popular messenger
- Telegram: bot-powered support via the open messenger
- All conversations land in the same inbox, with complete history
ROI in numbers
What this could look like
An online store selling outdoor gear with 15 employees sets up the SendSeven Knowledge Base. The website is crawled, the return policy PDF and shipping FAQ are uploaded. Two support agents handle 60 inquiries a day, 40 of which are repetitive. After setup, the AI takes over 24 of those inquiries instantly.
Typical scenario based on industry data
Ready to go in 5 minutes
From your first content to the first AI answer.
Add your content
Crawl your website, upload documents, or enter FAQ pairs directly. The AI processes everything automatically.
Configure the bot
Choose hybrid mode: fully automatic, AI-first, human-first, or time-based. Set escalation rules.
Go live
Connect the knowledge base to Live Chat, WhatsApp, or Telegram. The first customer inquiry gets answered.
Step-by-step guides for setup via the platform or API.
Platform Guide: Step by Step
Build your AI knowledge base:
Access Knowledge Base
Go to Settings > Knowledge Base > Documents.
Add Content
Upload documents, paste text, or enter URLs to crawl.
Review Chunks
See how content is split and embedded for AI retrieval.
Train from Tickets
Enable learning from resolved tickets to improve suggestions.
Monitor Performance
Track suggestion acceptance rates and agent efficiency.
API Reference: Developer Access
Manage your knowledge base programmatically.
| Method | Path | Description |
|---|---|---|
| POST | /api/v1/knowledge-base/documents | Upload a document |
| POST | /api/v1/knowledge-base/crawl | Start a website crawl |
| POST | /api/v1/knowledge-base/query | Query the knowledge base |
const response = await fetch('/api/v1/knowledge-base/query', {
method: 'POST',
headers: {
'Authorization': 'Bearer YOUR_API_TOKEN',
'Content-Type': 'application/json'
},
body: JSON.stringify({
query: 'What is your refund policy?'
})
});
const { answer, sources, confidence } = await response.json();
console.log(`Answer: ${answer} (confidence: ${confidence})`);Frequently Asked Questions
What types of content can I add to the knowledge base?
Four types: your website is crawled automatically, you can upload documents (PDF, DOCX, TXT), write FAQ pairs directly, and let the AI learn from resolved support tickets. All content is automatically processed for the AI.
How does the AI prevent wrong answers?
SendSeven uses RAG (Retrieval-Augmented Generation). The AI first searches your knowledge base for relevant passages and formulates the answer only from this material. Every answer includes a source citation. If the AI can't find a suitable answer, it escalates to your team.
How fast is the setup?
5 minutes. Enter your website URL, the AI crawls all pages automatically. Optionally upload additional documents or write FAQ pairs. The setup guide walks you through every step.
Can I create different knowledge bases for different topics?
Yes. With sub-knowledge bases, you create sub-folders for different topics, products, or teams. Each bot only accesses its assigned folder. So the sales bot answers product questions and the support bot handles technical inquiries.
How much does the AI Knowledge Base cost?
The knowledge base is available from Professional (€79/month), with unlimited users and no per-user fees. AI usage is billed per use (about €0.01 per AI response). 14-day free trial, no credit card required. View pricing.
Your knowledge, available anytime
Crawl your website, upload documents, enter FAQs. In 5 minutes, the AI answers with your content on every channel.