Why an AI needs a knowledge base
A general-purpose AI knows nothing about your return window or your shipping fee, and when it doesn't know, it can make things up. That's why Miko AI answers only from what you add to your knowledge base, and shows the article or page it leaned on in every answer.
When the answer isn't in your sources it doesn't guess: it hands the conversation, with its whole history, to a teammate who is available right then. So the better your knowledge base, the more questions Miko AI resolves on its own.
1. Start with your website
The quickest start is adding your site under Knowledge. Miko crawls and syncs it, then you choose which pages are used. Every sync is kept in the history.
- Make sure pricing, shipping, returns, warranty and FAQ pages are in.
- Leave out expired campaigns, outdated pages and pages that are only advertising.
- How many pages one crawl can read depends on your plan.
2. Add what your site doesn't say
For what customers often ask but your site doesn't cover, use the other sources:
- Help centre articles: published in your help centre, and used by Miko AI.
- Internal articles: used by Miko AI and Cue, never shown to a customer. Good for your internal processes.
- Snippets: short facts that don't need an article, like “We're open Saturdays 10:00–14:00”.
- Documents: files you upload, such as a returns policy or a user manual.
3. Write the way an AI can read
- One question per article, with a title the way a customer would ask it (“How do I return an item?”).
- Write numbers out plainly: “within 14 days”, “3–5 business days”, “free shipping over $50”.
- Don't write the same fact differently in two places; two sources that disagree blur the answer.
- When something changes, update the article right away; Miko AI answers the next question with the new facts.
4. Test before it goes live
Ask questions in the preview the way your customers would, and see which source was used. Questions you ask in the preview don't count against your AI replies.
When an answer is wrong or incomplete, the problem is usually in the knowledge base: add the missing article or fix the conflicting source, then ask the same question again.
5. Write procedures for work that takes steps
For work that takes a few steps, like starting a return or booking a time, write a procedure. Miko AI follows the steps in order, asks for what it needs and checks it. You can try procedures in the simulator and publish them as versions.
Let Operator set it up
Instead of doing these steps one by one, you can tell Operator, the panel's AI assistant, what you want, such as “index my site and test return questions”. Operator runs the steps while you watch.