Knowledge Base
A structured library of help articles and answers that customers and AI can search to resolve questions.
Glossary/Knowledge Base
A knowledge base is an organised collection of articles, guides and FAQs that document how your product and policies work. It serves two audiences: customers who prefer to find answers themselves, and support teams (and AI) who use it as the source of truth for answering questions.
A strong knowledge base reduces ticket volume through self-service and improves answer consistency across the team. In AI-powered support it does double duty: the same articles that help customers directly also ground the AI agent's answers, so keeping content current benefits every channel at once.
In LiveBotIQ, your help center and the knowledge that powers BotIQ are the same system — update an article and both self-service and AI answers stay in sync.
Related terms
See Knowledge Base at work in LiveBotIQ
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