Guide
AI knowledge base: your company's documents that answer
An AI knowledge base makes manuals, procedures and FAQs searchable with plain questions. The answer comes with the page it was taken from.
The problem: the information exists, but nobody can find it
In almost every company the answers already exist. They are in a PDF, in a shared folder, on a web page, in the head of an experienced technician. The cost is not writing them. It is finding them quickly, in the right version.
Whoever calls support does not know the file name. The new colleague does not know which folder to search. The senior technician keeps answering the same questions. A company knowledge base built with AI cuts out these steps: you ask a question, you get the answer and the source.
What an AI knowledge base is
It is a set of documents you choose, prepared so they can be queried in natural language. The language model does not “learn your files by heart”. For each question it looks for the relevant passages and builds the answer from them. The technique is called RAG: we explain it in the guide to business RAG.
| Shared folder | Static FAQ | AI knowledge base | |
|---|---|---|---|
| How you search | By file name | Scroll the list | Ask a question |
| What you get | A whole document | A fixed answer | An answer and the source page |
| New questions | You must know where to look | Not covered | Covered if the information is in the documents |
| Languages | The language of the file | The translated ones | Answers in the language of the person asking |
| When the answer is missing | You search elsewhere | No signal | It says so and logs the question |
Which documents to use
Start with what is already approved and in use:
- PDF manuals and data sheets;
- installation and maintenance procedures;
- warranty and support terms;
- FAQs and selected web pages;
- error code tables.
Leave out, at least at the start, drafts, outdated versions and documents that contradict each other. More files does not mean better answers. If there are two revisions of the same procedure, keep only the valid one.
Who uses it, and how
Technical support and after-sales
This is the strongest case. An Italian manufacturer of intrusion alarm systems uses its own manuals as the basis for support. Installers and customers ask, and the assistant answers from the manual pages, in other languages too. Learn more on the technical support page.
The installer on site
Example. An installer writes on WhatsApp: “sensor in constant alarm after installation, what should I check?”. The assistant finds the troubleshooting section, lists the checks in the order of the manual and gives the page. If the situation is not described, it says so and passes the request to your technician.
Software and services
A software company for hotels has user guides and configuration procedures. The knowledge base can answer users' recurring questions, so support can focus on new cases.
Internal teams
Onboarding, policies, operating instructions. New joiners find the procedure without remembering the file name.
How to build it: start small
- Choose one use case. For example: questions about installing one product line.
- Select the sources. Only the documents needed for that case, in their current version.
- Test with real questions. Take those that came in by email or phone in recent weeks.
- See what is missing. Unanswered questions tell you which content to add.
- Expand. New sources, new products, new channels, once the first case works.
You also need someone in charge of the content. A knowledge base that is useful today goes stale if nobody adds the new revisions.
How it works in Vucìa
- You upload PDFs and web pages. Vucìa answers from that content and shows the source page.
- If the information is not there, it says so and takes the request.
- Phone, WhatsApp and website chat use the same knowledge base and the same conversation memory.
- It answers in 32 languages, with servers in Europe.
- In the portal you see requests, minutes and unanswered questions: it is your list of content to add.
If you have a lot of technical documentation, there is the Manuals plan, from €349 per month: our team does the set-up and, on request, we add 3D models of your products. The other plans start from €49 per month. See the pricing.
Upload a manual and ask the assistant the questions you get every week. No set-up fee, cancel anytime. If you prefer a guided demo, book a demo.
Activate your VucìaFrequently asked questions
Which documents can I upload to the AI knowledge base?
PDFs such as manuals, data sheets and procedures, and web pages such as FAQs and website sections. It is best to start with approved documents in their current version.
Does the AI make things up when the information is missing?
Vucìa answers from your documents. If it cannot find the information, it says so and collects the request. The question ends up in the portal among the unanswered ones, so you know what to add.
Can I start with just a few documents?
Yes, and it is the best way. A small group of reliable documents gives better answers than a whole archive uploaded at once.
Do documents in Italian also work for customers abroad?
Yes. The assistant answers in 32 languages from the same documents, in the language of the person asking.
Where is the data stored?
On servers in Europe. Phone, WhatsApp and website chat share a single conversation memory, which you can check from the portal.