Glossary
Knowledge base
The set of sources the agent can consult: site, FAQ, product catalogue, documentation, spreadsheets. Answer quality is capped by the quality of this base, no agent invents what is not there.
The knowledge base is the ceiling on everything the agent can say. It is worth treating as a product surface rather than a dump: the same information written twice in two different ways gives retrieval two candidate answers and no way to choose between them.
The sources that hold up are the ones already maintained for people: the pricing page, the support FAQ, the product catalogue. The ones that age badly are the ones nobody owns: a PDF exported once, a spreadsheet living on somebody’s desktop.
Coverage is measurable. Log the questions where the agent found nothing and you get a list, ordered by demand, of the content your site is missing: useful well beyond the agent itself.
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