Summary

To ensure SmartBot provides accurate and helpful responses, enhancing customer satisfaction, some key information must be manually added. This guide outlines how to efficiently supplement the knowledge base by following six core principles:

• Only add key information that AI cannot automatically retrieve.
• Proactively review conversation logs to optimize AI responses.
• Regularly update and maintain the knowledge base to ensure accuracy.
• Use customer-friendly phrasing for better AI matching.
• Ensure information is clear and specific.
• Follow a one-question-one-answer format.

1. Why Manually Add Knowledge?

SmartBot automatically syncs your product details, shipping policies, and blog articles, so there is no need to manually enter this information. However, some details cannot be retrieved automatically, and failing to add them may result in incomplete or inaccurate AI responses:

• Limited-time promotions (Black Friday sales, Christmas discounts, Independence Day deals)
• Product background details (brand story, eco-friendly materials, handmade craftsmanship)
• Unique business policies (holiday return policies, VIP membership benefits)

2. How to Add Knowledge?

2.1 Only Add Key Information That AI Cannot Automatically Retrieve

SmartBot already fetches your store’s product details and shipping policies. Do not manually enter information that SmartBot already retrieves, as this can create redundancy and reduce response accuracy.

Instead, focus on adding critical details such as promotions, unique selling points, special return policies, and brand background.

Example (Black Friday Promotion):

• ❌ Not Recommended: "All orders over $50 qualify for free shipping." (SmartBot already retrieves this)
• ✅ Recommended: "Black Friday Special! From November 20 to November 27, enjoy free shipping on all orders—no minimum purchase required."(AI cannot fetch this automatically)

Common Mistake:

• ❌ Repeating product descriptions or specifications that SmartBot already syncs.

2.2 Regularly Review Conversation Logs to Optimize AI Responses

Proactively reviewing SmartBot’s conversation logs is essential to continuously improve AI accuracy. Focus on identifying questions the AI failed to answer correctly, and update the knowledge base to address these gaps.

When updating product-related information, always include specific identifiers such as full product title or SKUs. This ensures the AI can match customer inquiries with the correct product, reducing ambiguity and enhancing response precision.

Example (Using Product Title for Accuracy):

• ❌ Not Recommended: "Is this dress suitable for summer?"(AI may misinterpret the product)
• ✅ Recommended: "[Product title]" → "This dress is ideal for summer, featuring lightweight and breathable fabric perfect for warm weather."

2.3 Regularly Update and Maintain the Knowledge Base

Promotions, stock availability, and shipping timelines frequently change. It is recommended to review the knowledge base monthly or before major sales events.

Key Areas to Regularly Update:

• Promotional campaigns (e.g., Black Friday, Christmas, New Year’s discounts)
• Product availability (out-of-stock items, pre-orders)
• Shipping policies (holiday delivery schedules)
• Return & refund policies (special holiday return extensions)
• Expired promotions (ensure outdated information is deleted)

Example (Updating Promotions):

• ❌ Not Recommended: "Everything is 20% off for Black Friday!" (Promotion has ended but was not removed)
• ✅ Recommended: "Black Friday Sale: November 29 – December 1, enjoy 20% off storewide." (Timeframe is clear, and it will be removed after the event)

2.4 Use Customer-Friendly Phrasing for Better AI Matching

Write knowledge entries using the way customers naturally ask questions.

Example (Thanksgiving Promotion):

• ❌ Not Recommended: "Our store participates in Thanksgiving promotions, offering a 20% discount on orders over $100." (Company-oriented phrasing)
• ✅ Recommended: "Do you have Thanksgiving discounts?" → "Yes! From November 22 to November 26, orders over $100 receive a 20% discount. No promo code needed!"

Example (Christmas Gift Returns):

• ❌ Not Recommended: "Holiday return policy applies to orders placed in December, with an extended return period until January 15." (Formal, difficult to read)
• ✅ Recommended: "Can I return a Christmas gift?" → "Yes! Orders placed in December can be returned or exchanged until January 15, as long as they are unopened."

2.5 Ensure Information is Clear and Specific

Customers prefer straightforward answers, so avoid vague wording.

Example (Independence Day Sale):

• ❌ Not Recommended: "We will offer special discounts around July 4th." (Too vague)
• ✅ Recommended: "From July 1 to July 4, all items will be 15% off. No discount code required." (Clear and actionable)

Example (Shipping Timeframes):

• ❌ Not Recommended: "Orders usually ship in 1-3 days."(Unclear timeframe)
• ✅ Recommended: "Orders are processed within 1-2 business days and delivered in 3-5 days within the U.S. International shipping may take 7-14 days." (Precise details)

2.6 Follow a One-Question-One-Answer Format

AI works best when knowledge is structured as individual question-answer pairs.

Example (Halloween Costume FAQs):

• ❌ Not Recommended: "Can I return a Halloween costume? How long does shipping take? Do you have kids' sizes?" (Multiple questions in one entry)
• ✅ Recommended (Split into individual entries):
• "Q: Can I return a Halloween costume?" → "Costume exchanges are allowed until October 31."
• "Q: How long does Halloween costume shipping take?" → "U.S. orders arrive within 3-5 days."
• "Q: Do you have kids' sizes?" → "Yes, we offer sizes XS-XL for children aged 2-12."