How does a knowledge-base chatbot work?
A knowledge-base chatbot works by answering questions using documented information instead of scripted replies or general knowledge. It allows users to ask questions and receive direct answers from content such as documentation, help articles, or FAQs.
What a knowledge base includes
A knowledge base usually contains information that a business has already written and maintains. This can include product documentation, help center articles, internal guides, policies, and frequently asked questions.
This content becomes the source of truth for the chatbot.
How a knowledge-base chatbot works
A knowledge-base chatbot works by retrieving relevant information from the knowledge base when a question is asked. Instead of returning links or search results, it generates a direct answer using only the retrieved content.
This approach is explained further in how Chatref works and focuses on accuracy rather than open-ended conversation.
Step-by-step: how a knowledge-base chatbot works
Step 1: Knowledge-base content is stored
The chatbot uses existing knowledge-base content as its data source. This content is stored in a structured way so it can be searched when a question is asked.
This same approach is used when making documentation searchable with AI.
Step 2: Relevant information is retrieved
When a user asks a question, the system searches the stored content to find the most relevant sections. Only information related to the question is selected, while unrelated content is ignored.
This retrieval-first approach is why retrieval-augmented generation is used instead of basic keyword search.
Step 3: An answer is generated from retrieved content
After relevant information is retrieved, the chatbot generates an answer using only that content. It does not rely on general knowledge or external data.
This allows users to chat with a knowledge base instead of browsing multiple pages.
Accuracy and boundaries
Answers generated by a knowledge-base chatbot are limited to the connected content. If the knowledge base does not contain the required information, the chatbot does not guess or create new details.
This ensures predictable and reliable responses.
When knowledge-base chatbots are commonly used
Knowledge-base chatbots are commonly used for:
- Product documentation
- Help and support centers
- Internal team knowledge
- Policy and process references
They work best when information is documented and kept up to date.
What happens when the knowledge base does not contain an answer?
If the knowledge base does not include the information needed to answer a question, the chatbot responds by stating that the answer is not available. It does not attempt to infer or generate speculative responses.
This behavior is explained further in the FAQ.
Summary
A knowledge-base chatbot works by retrieving relevant information from documented content and generating answers strictly from that information. This improves access to knowledge, reduces manual search, and provides accurate responses without hallucinations.