AI Support Agent Knowledge Base Setup
March 11, 2026
A well-set-up knowledge base is the foundation of a good AI support agent.
Structure content for answers
Use clear headings, short paragraphs, and step-by-step instructions. FAQs and troubleshooting articles work well. The agent will surface chunks that match the question.
Keep it current
Update docs when product or policy changes. Stale content leads to wrong answers and escalations. Assign owners and review cycles.
Connect to your tool
Sync your KB to the AI support platform (Zendesk, Intercom, etc.). Map categories or tags so the agent knows when to use which articles. Limit scope to approved content only if needed.
Test before launch
Run common questions through the agent and check answers. Tune which articles are in scope and refine phrasing.
For Zendesk specifically, AI Support Agent Zendesk Integration. For the full picture, AI Support Agent.