Utarbeidet med KI.
Why does an agent need a knowledge source?
An agent without a knowledge source only knows what you have entered in topics. Questions outside those topics will either receive no answer or an answer that is not grounded in anything.
When the agent answers based on a knowledge article, you can see which one. If the answer is incorrect, you can correct the article, and all future answers will be corrected accordingly. Without a source, you do not know where the answer came from and cannot correct it systematically.
If the articles are outdated, the agent gives outdated answers — but with a confidence that makes the customer believe them. This is the most important reason to clean up the knowledge base before deploying the agent, not after.
Point the agent to the articles intended for the target audience. A customer service agent should not answer based on internal procedures. This restriction is a security decision, not a technical detail.
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