An AI support agent inside Intercom that resolves customer conversations from your help content and hands off to people.
Full evaluationGlossary · Updated Sep 2, 2026
Knowledge base
A structured collection of documents, articles, and answers that AI assistants use to ground responses for employees or customers.
Definition
Knowledge bases include help centres, wikis, policies, and product documentation. AI tools ingest them for retrieval and answer generation, so their accuracy, coverage, and freshness directly limit answer quality. Verification workflows and ownership keep them current.
Why it matters when choosing a tool
An AI support or knowledge assistant is only as good as the knowledge base behind it; invest in content before expecting resolution rates.
Where you will meet it
AI Customer Support, AI Knowledge Management, AI Agent & Chatbot Builders
Related terms
Retrieval-augmented generation (RAG) · Grounding · Enterprise search
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