Smart Knowledge Base Search
What changed
Previously, the AI received a fixed set of 5 information fragments from the knowledge base at the start of each response. If the needed information wasn't there, it would either make up an answer (hallucination) or hand off the customer to an operator.
Now the AI can perform additional searches at any point in the conversation when it determines it needs more information to respond.
How it works
Automatic search when information is missing
During a conversation, the AI agent analyzes whether it has enough data to respond:
A customer asks about a product that wasn't in the initial context — the AI searches for information about it The AI knows about the product but doesn't know the price or terms — it searches for the missing details A customer asks a follow-up question — the AI searches for specific information related to the query
Example:
Customer: "Hi, can you tell me more about the router rental plan for 1 tenge?"
The AI shows in the monitor:
Then the AI responds to the customer with the complete information found in the knowledge base.
Configuration via Improvement
You can instruct the AI on when and what to search for:
"When a customer writes for the first time, always search for current discounts and promotions" "If a customer asks about delivery, find the exact timeframes for their city" "When asked about product availability, always check current stock levels"
This gives you full control over how the AI uses the knowledge base in different scenarios.
What this means
Fewer hallucinations — the AI doesn't make up information, it searches your knowledge base instead Fewer operator handoffs — the AI resolves more questions on its own Accurate answers — the customer gets complete information, even for complex questions Flexible configuration — you control search behavior through the Improvement feature
How it looks in the monitor
Conversations now show when the AI performed an additional search:
The search query formulated by the AI is visible The number of results found is displayed You can expand and see which knowledge base fragments were retrieved
This helps you understand how the AI works with information and where you need to improve your knowledge base.
The Pleep Team