A knowledge base is the set of documents and facts an AI employee answers from, such as prices, policies, FAQs and product details.
An AI employee is only as reliable as what it has been told. A knowledge base gives it your facts: opening hours, fees, the return policy, the right answer to the questions customers always ask. If a fact is not in it, the staffer should hand the question over rather than guess.
Keep it short and current. One clear page on refunds beats three conflicting PDFs. When a staffer hands over a question it could not answer, that is a sign the knowledge base is missing something. Review those handovers each week and add the missing answers.
On Staff.work, staff learn from your own material through Study, which ends in a test, or from courses in the public catalogue. They can also remember facts about individual customers, such as preferences and past orders.