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, or write FAQ pairs. The AI answers using RAG (Retrieval-Augmented Generation) from your content, with a grounding check against your sources. Per conversation you choose Off, Assist or Auto. From EUR 79/month (Professional).
Your knowledge worksaround the clock.
60 to 80% of customer inquiries are repetitive. Your knowledge base answers them around the clock, on every channel, and every reply is checked against your sources.
- Live in 5 minutes
- No credit card required
- 14-day free trial
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 around the clock. The AI answers from your sources, optionally with citations, and checks every reply against them before sending. If it finds nothing, it doesn't guess but hands over to your team.
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, optionally, FAQ entries from closed conversations are added. 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 you switch it on. If it can't help, it hands over 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 per conversation: Off, Assist or Auto.
- 1Add your knowledgeCrawl your website, upload documents, write FAQs
- 2AI answers instantlyFrom your content, with optional source citations
- 3Team handles exceptionsComplex cases are escalated automatically
Measurable results
Businesses with an AI knowledge base see improvements in three areas.
- 4
Knowledge sources
Website, documents, FAQs, and resolved tickets in one knowledge base.
- 100%
Replies checked before sending
Prices, dates, numbers, and links are matched against your sources.
- 24/7
Availability
AI responds at night, on weekends, and on holidays.
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 guessing. Every reply checked.
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 from this material. Before sending, it checks prices, dates, numbers, and links against your sources. Source citations can be switched on per bot. If the AI finds nothing suitable, it doesn't guess but hands over to your team.
- RAG approach: AI answers from your verified content
- Source citations: your team sees where the answer came from, customers too if you switch it on
- Grounding check: answers are compared against your sources
- Handover to your team: on request, on keywords you define, or when the agent can't help
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
- of routine inquiries resolved without team handoff
- up to 70%
- Industry benchmarks 2025–2026
- lower support costs
- 18%
- Gartner Benchmark
- more spending after great service
- +140%
- Customer retention industry study
- return after a great service experience
- 93%
- Customer satisfaction industry study
Ready to go in 5 minutes
From your first content to the first AI answer.
- 01 · 3 min
Add your content
Crawl your website, upload documents, or enter FAQ pairs directly. The AI processes everything automatically.
- 02 · 1 min
Configure the bot
Set your handover keywords and pick the channels where the AI agent answers.
- 03 · 1 min
Go live
Connect the knowledge base to Live Chat, WhatsApp, or Telegram. The first customer inquiry gets answered.
For Developers & Power Users
Step-by-step guides for setup via the platform or API.
Platform Guide: Step by Step
Build your AI knowledge base:
- 1
Access Knowledge Base
Go to Settings > Knowledge Base > Documents.
- 2
Add Content
Upload documents, paste text, or enter URLs to crawl.
- 3
Review Chunks
See how content is split and embedded for AI retrieval.
- 4
Train from Tickets
Enable learning from resolved tickets to improve suggestions.
- 5
Check Knowledge Base Health
See which answers get sent, which are never used and which are out of date.
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 } = await response.json();
console.log(`Answer: ${answer} (${sources.length} sources)`);Frequently Asked Questions
What types of content can I add to the knowledge base?
How does the AI prevent wrong answers?
Does the knowledge base work on WhatsApp and Telegram?
How fast is the setup?
Can I create different knowledge bases for different topics?
How much does the AI Knowledge Base cost?
Your knowledge, available anytime
Crawl your website, upload documents, enter FAQs. In 5 minutes, the AI answers with your content on every channel.