An Agent That Actually Knows Your Documentation
Point it at the wiki, the help centre, the policy docs your team already relies on. It answers from what your company actually knows, in your own words, and says so plainly when the answer genuinely isn't there.
Your Docs, Made Actually Usable
Most internal knowledge bases are searched badly and read rarely. A knowledge base agent sits between the question and the documentation, so people get the specific answer instead of a list of ten articles to skim.
Answers in Context
Pulls the specific passage that answers the question, not the whole article — and can say which document it came from.
Stays Current
Re-checks the source documentation on a schedule agreed during scoping, so it doesn't quietly answer from a version that changed months ago.
Admits the Gap
When your docs genuinely don't cover something, it says so and escalates, instead of inventing an answer that sounds right.
Internal Teams, Customers, or Both
The same underlying agent can face in different directions, depending on which documentation it's pointed at and who's allowed to ask it questions.
Facing Your Team
New hires, support staff and salespeople stop pinging a colleague for the same answer to the same internal policy question. It's connected to internal docs only, with access limited to the people who should have it.
Facing Your Customers
Public help-centre content becomes the source for a support agent that answers from your actual published documentation rather than a generic model guess. See AI customer support.
What We Need to Know Before Scoping This
Where the Docs Live
Which tool, how many pages, and whether it's one source or scattered across several.
Who Gets to Ask
Internal staff only, customers, or both — this decides the access model, not just the interface.
How Current It Needs to Be
Docs that change weekly need a different update approach than a policy set that's stable for a year.
What Happens on a Miss
Who the agent hands off to, and what context it should carry with it when it does.
Knowledge Base Agents vs. RAG Agents
Same underlying idea, two different starting points depending on what you already know you want.
Pointed at Your Company Docs
The applied version, described in plain product terms — what it does, who uses it, what a brief needs to cover. Start here if you already know you want your documentation turned into an answering agent.
The Technique Underneath
How retrieval-augmented generation actually works and what we evaluate when designing it — useful if you want the mechanism explained before you commit.
Questions About Knowledge Base Agents
What counts as a knowledge base for this?
Whatever your team already treats as the source of truth — a wiki, a help centre, a Notion or Confluence space, internal policy documents, even a well-organised shared drive. If people already go there to find the answer, an agent can usually be pointed at it too.
What if our docs are messy or out of date in places?
Say so during discovery — it changes the scope, not whether the project is possible. Sometimes the honest first step is a documentation cleanup pass before the agent goes live, because an agent built on stale docs will confidently repeat the stale parts.
Does the agent just answer questions, or can it do more?
Answering from your docs is the starting point. Whether it also takes the next step — filing a ticket, updating a record, drafting a reply for approval — depends on the job it's doing. See AI customer support for a job that typically pairs both.
How does the agent stay current when our docs change?
We agree an update approach during scoping — how often the agent re-checks your documentation and picks up changes. Exactly how that works depends on where your docs live and how often they change, which is why it gets scoped rather than assumed.
What happens when the answer genuinely is not in our docs?
It says so and escalates, rather than filling the gap with a guess. That boundary is set deliberately during the build, not left to chance.
Tell Us Where Your Documentation Lives
Wiki, help centre, shared drive, all three at once — we'll tell you plainly what turning it into an agent would involve.