Knowledge Base — Video Tutorial Script
Video Info
- Duration: ~7 minutes
- Target Audience: Users who want to build and manage the AI knowledge that powers their agents
- Prerequisites: Logged into DOLU.ai, at least one AI agent created
Script
Scene 1: Introduction (0:00-0:20)
Narrator: "Welcome back to DOLU.ai. In this video, you will learn how to manage the knowledge base — the information that powers your AI agents. We will cover adding FAQs, product information, and policies, organizing with categories and tags, testing AI responses, importing in bulk, and using knowledge suggestions from conversations. Let's get started." Screen: DOLU.ai logo and intro animation displayed
Scene 2: Accessing the Knowledge Base (0:20-0:50)
Narrator: "Navigate to 'AI Agents' in the left sidebar, then select an agent and click the 'Knowledge Base' tab. Alternatively, you can access the global knowledge base from Settings under 'AI Knowledge'." Screen: AI Agents page — select an agent — Knowledge Base tab opens Action: Click "AI Agents" — click on an agent card — click "Knowledge Base" tab
Narrator: "The knowledge base displays all entries in a searchable list. Each entry shows its title, category, tags, and the date it was last updated." Screen: Knowledge base list view with entries visible — columns: Title, Category, Tags, Last Updated Action: Scroll through the list to show multiple entries
Scene 3: Adding FAQ Entries (0:50-2:00)
Narrator: "The most common type of knowledge entry is an FAQ. Click 'Add Knowledge' and select the 'FAQ' category." Screen: "Add Knowledge" button — category dropdown showing FAQ, Product Info, Policy, General Action: Click "Add Knowledge" — select "FAQ"
Narrator: "Enter the question your customers commonly ask. Be specific — for example, instead of 'Shipping info', write 'How long does standard shipping take and what does it cost?'" Screen: Question field in the knowledge entry form Action: Type "How long does standard shipping take and what does it cost?"
Narrator: "Now enter the answer. Write a complete, natural response — this is exactly what your AI agent will use when a customer asks this question or something similar." Screen: Answer field — rich text editor visible Action: Type "Standard shipping takes 3-5 business days and costs $5.99 for orders under $50. Orders over $50 ship free. Express shipping (1-2 business days) is available for $12.99."
Narrator: "Add tags to help organize this entry. Tags like 'shipping', 'pricing', and 'delivery' make it easier to find and group related knowledge." Screen: Tags input field below the answer Action: Type "shipping" — press Enter — type "pricing" — press Enter — type "delivery" — press Enter
Narrator: "Click 'Save' to add the entry to the knowledge base." Screen: Click Save — entry appears in the knowledge list Action: Click Save — success notification appears — list refreshes with new entry at top
Scene 4: Adding Product Information (2:00-2:50)
Narrator: "For product-related knowledge, select the 'Product Info' category. This is where you describe your products and services so the AI can answer detailed questions about features, pricing, and comparisons." Screen: Click "Add Knowledge" — select "Product Info" Action: Select Product Info category — form fields update
Narrator: "Enter a title — for example, 'Pro Plan Features and Pricing'. Then write a detailed description covering the key points a customer might ask about." Screen: Title and description fields Action: Type "Pro Plan Features and Pricing" as title — type detailed description covering features, pricing, limits, and what's included
Narrator: "The more detail you include, the better your AI agent can answer nuanced questions. Include pricing, features, limitations, comparisons with other plans, and any common objections customers raise." Screen: Completed product knowledge entry with comprehensive content Action: Scroll through the completed entry to show the level of detail
Scene 5: Adding Policies (2:50-3:30)
Narrator: "Policy entries cover your business rules — return policies, privacy terms, warranty information, and service level agreements. Select the 'Policy' category." Screen: Click "Add Knowledge" — select "Policy" Action: Select Policy category
Narrator: "Title this entry clearly — for example, 'Return and Refund Policy'. Write the full policy text. Your AI agent will reference this when customers ask about returns, refunds, or exchanges." Screen: Title and content fields Action: Type "Return and Refund Policy" — enter policy text covering return window, conditions, refund timeline, and exceptions
Narrator: "This is especially important for reducing support workload. Policy questions are among the most frequent inquiries, and having them in the knowledge base means the AI handles them instantly." Screen: Completed policy entry saved to the knowledge base
Scene 6: Categories and Tags (3:30-4:20)
Narrator: "As your knowledge base grows, organization becomes essential. DOLU.ai provides two levels of organization: categories and tags." Screen: Knowledge base list view — category filter sidebar visible Action: Point out the category filter on the left side
Narrator: "Categories are broad groupings — FAQ, Product Info, Policy, and General. Use the category filter to show only entries of a specific type." Screen: Click "Product Info" in the category filter — list filters to show only product entries Action: Click category — observe list filter
Narrator: "Tags provide finer-grained organization. Click the tag filter and select one or more tags to narrow down your view." Screen: Tag filter dropdown — select "shipping" tag — list filters further Action: Select a tag — list updates to show only matching entries
Narrator: "You can create a tag hierarchy by using a naming convention. For example, 'product:pro-plan', 'product:starter-plan', 'shipping:domestic', 'shipping:international'. This keeps things organized as your knowledge base scales." Screen: Tag list showing organized tag names with prefixes Action: Scroll through the tag list to show the naming convention
Scene 7: Testing AI Responses (4:20-5:10)
Narrator: "After adding knowledge, you should test how your AI agent uses it. Click the 'Test' button in the top-right corner of the knowledge base page." Screen: "Test" button highlighted — click to open the test panel Action: Click "Test" — a chat-like test interface opens on the right side
Narrator: "Type a question as a customer would ask it. The AI agent generates a response using the knowledge base entries. You can see which knowledge entries it referenced." Screen: Test panel — type a question — AI response appears with source references Action: Type "How much is shipping?" — AI responds with shipping information — source reference shows the FAQ entry created earlier
Narrator: "Try different phrasings of the same question to ensure the AI handles variations. For example, 'What's the delivery cost?', 'Do you offer free shipping?', and 'How fast can I get my order?'" Screen: Multiple test questions typed — AI responds correctly to each Action: Type variations — observe AI responses — each references the correct knowledge entry
Narrator: "If the AI gives an incorrect or incomplete response, go back and improve the knowledge entry. Add more detail, rephrase the answer, or add additional entries to cover edge cases." Screen: Back to knowledge entry — edit the answer to add more detail — save — re-test Action: Edit an entry — save — run the test again — improved response appears
Scene 8: Bulk Import (5:10-5:50)
Narrator: "If you have existing documentation, FAQs, or product specs, you can import them in bulk. Click the 'Import' button on the knowledge base page." Screen: "Import" button highlighted Action: Click "Import" — import options displayed
Narrator: "DOLU.ai supports CSV and JSON file imports. For CSV, prepare a file with columns for title, content, category, and tags. Download the template to see the exact format." Screen: Import dialog with format options — "Download Template" link visible Action: Click "Download Template" — template file downloads
Narrator: "Upload your file, review the preview to make sure everything looks correct, and click 'Start Import'. The system processes entries in the background and notifies you when done." Screen: File upload — preview table showing imported entries — progress bar Action: Upload a sample file — review preview — click "Start Import" — progress indicator appears
Narrator: "You can also scrape knowledge directly from your website. Enter your website URL and DOLU.ai will extract product pages, FAQ sections, and policy pages automatically." Screen: URL scraping input field — enter a website URL Action: Type a sample URL — click "Scrape" — progress indicator shows pages being processed
Scene 9: Knowledge Suggestions from Conversations (5:50-6:40)
Narrator: "One of the smartest features of DOLU.ai is automatic knowledge suggestions. When your team answers a customer question that is not covered by the knowledge base, DOLU.ai suggests adding that answer as a new knowledge entry." Screen: Inbox conversation — after a human agent sends a response — "Add to Knowledge Base" suggestion banner appears Action: Show the suggestion banner in a conversation
Narrator: "Click 'Add to Knowledge Base' and the question-answer pair is pre-filled in the knowledge entry form. Review it, adjust the wording if needed, select a category, and save." Screen: Knowledge entry form pre-filled with the conversation Q&A Action: Click the suggestion — review the pre-filled form — adjust the answer slightly — select "FAQ" category — click Save
Narrator: "Over time, this creates a virtuous cycle: customers ask questions, your team answers, those answers become knowledge, and the AI handles similar questions automatically in the future." Screen: Diagram showing the cycle: Customer Question → Human Answer → Knowledge Base → AI Auto-Reply → Reduced Workload Action: Animated diagram flows through each step
Narrator: "You can view all pending suggestions in the 'Suggestions' tab on the knowledge base page. Accept, edit, or dismiss each one." Screen: Suggestions tab — list of pending suggestions with Accept/Edit/Dismiss buttons Action: Click through a few suggestions — accept one, dismiss another
Scene 10: Closing (6:40-7:00)
Narrator: "Your knowledge base is the brain behind your AI agents. The more comprehensive and well-organized it is, the better your AI performs. Keep adding entries, test regularly, and take advantage of knowledge suggestions to build a self-improving system. In the next video, we will cover campaigns. See you there!" Screen: DOLU.ai logo with text overlay: "Next Video: Campaigns"
Summary
What you learned in this video:
- How to add FAQ, Product Info, and Policy entries to the knowledge base
- How to use tags and categories for organization
- How to test AI responses and improve knowledge entries
- How to bulk import knowledge from CSV, JSON, or website scraping
- How knowledge suggestions from conversations create a continuous improvement loop
- Best practices for building a comprehensive knowledge base
Next Video
Campaigns — Create and send multi-channel marketing campaigns.