Define what it should answer
Begin with real questions about services, terms and next steps. Specify excluded topics and when a person should intervene. Public and internal assistants need different sources and permissions. The first version should cover a comprehensible set of questions that can be reviewed through examples.
Resolve contradictions
Review duplicate documents, old prices and drafts that look final. Give each source an owner and review date. Keep an authorised version of each commercial condition. If two documents disagree, resolve the conflict before expecting the assistant to choose correctly on its own.
Design traceable answers
Connect relevant answers to a page or document the user is allowed to inspect. When information is insufficient, the assistant should acknowledge that and offer a next step. A fluent answer is no substitute for a correct source, especially for pricing, capabilities and terms.
Test difficult questions
Include ambiguous questions, unavailable information, out-of-scope requests and language changes. Record the expected response and review both accuracy and handover behaviour. Repeat these checks when sources change. Knowledge maintenance is part of running the assistant; it does not end when the assistant is activated.
Key takeaways
- An approved, maintained knowledge base is more useful than a huge unreviewed folder.