Optimize your knowledge for AI AgentUpdated 3 hours ago

Your knowledge is what AI Agent draws on to answer shoppers. The more complete, consistent, and clearly written it is, the better AI Agent performs. Optimizing your knowledge is an ongoing practice: as your catalog, policies, and shoppers' questions evolve, you keep your content accurate and fill the gaps AI Agent runs into.

In this article, you'll learn how to:

Find and fill gaps

AI Agent can only answer from what it knows. When a shopper asks about something your knowledge doesn't cover, AI Agent often hands the conversation to your team. Finding and filling those gaps is the fastest way to improve coverage.

Review the gaps AI Agent finds for you. AI Agent surfaces knowledge gaps from real conversations, so you know what's missing. See: Continuously improve AI Agent with Opportunities.
Look at handovers and performance. A high-volume topic with frequent handovers is a gap worth closing. See how your skills and knowledge are performing.
Fill each gap with the right type of content. If shoppers are asking you to do something you handle a specific way, like a return or a cancellation, create a skill. If they're asking for information, like store hours, materials, or warranty terms, add guidance or a help center article. See add your brand's content for AI Agent.

Resolve conflicts and duplicates

AI Agent pulls the content most relevant to each question, so if two pieces of content contradict each other, it leads to inconsistent answers. If one article says your return window is 30 days and a guidance says 14, AI Agent might not answer the same way every time.

Keep policies consistent across guidance, help center articles, and synced content. When a policy changes, update it everywhere it appears.
Consolidate overlapping content. If several pieces cover the same topic, merge them into one source of truth, so AI Agent isn't choosing between near-duplicates. See manage existing content for AI Agent.
Review the conflicts AI Agent finds. AI Agent flags contradictory content from real conversations, so you know what to reconcile. See continuously improve AI Agent with Opportunities.

Structure content so AI Agent can use it

AI Agent reads your content the way a shopper would. Clear, specific, well-structured content makes it easier for AI Agent to find the right answer.

Write in plain, specific language. Say exactly what you mean, the way a shopper would ask.

✅ Standard orders are delivered within five business days.
❌ Orders are processed and dispatched in a timely manner.

Explain your terms. Define anything specific to your brand, and spell out acronyms the first time you use them.

✅ Our fit guarantee lets you exchange an item for a different size for free within 30 days.
❌ Our fit guarantee applies to this item.

Give each piece a descriptive title. A clear title helps AI Agent match the content to the right question.

✅ International shipping times and customs fees
❌ Shipping info

Make it scannable. Break content into short sections with headings and bullet points instead of one long paragraph, so AI Agent can find the part that answers the shopper.

Prioritize what to fix first

You don't have to optimize everything at once. Focus where it makes the biggest difference.

Start with your highest-volume topics. Content AI Agent uses often has the biggest effect on your shoppers' experience. Check how your skills and knowledge are performing to see what gets the most use.
Act on Opportunities first. The gaps and conflicts AI Agent surfaces come from real conversations, so they're already ranked by what shoppers are asking about.
Audit older content. In your knowledge, sort by the Last updated column to find content you haven't revised in a while, then check whether your policies or details have changed since. See manage existing content for AI Agent.

Next steps

Knowledge explained — what knowledge is and how AI Agent uses it
See how your skills and knowledge are performing — find what to improve
Continuously improve AI Agent with Opportunities — the gaps and conflicts AI Agent finds for you

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