Knowledge base (with AI)
An AI knowledge base is a searchable collection of your own documents, manuals and agreements, in which staff or customers ask a question in plain language and get an answer with a source.
The knowledge is usually already there: in PDFs, in mails, in the head of that one colleague. The problem is finding it. A knowledge base with RAG makes that knowledge askable: "what is the warranty period on this product?" returns the right passage from the terms, source included.
The same knowledge base feeds a customer service agent, an internal assistant and your website. Set it up well once, and every channel answers consistently. Keeping it current is the only ongoing task.
Other terms
Shadow AI
Shadow AI is AI use by employees outside the organisation's view: pasting customer data into a free chatbot, having contracts summarised in a tool nobody approved.
Single source of truth
A single source of truth means every piece of data, such as a price, a stock level or a customer address, is managed in one place and arrives everywhere else automatically from there.
Headless commerce
Headless commerce separates the front of your web store (what the customer sees) from the back (catalogue, cart, checkout), so you can design the front freely and the same back serves multiple channels.
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