How the Knowledge Base Improves AI

Better AI Responses Through Good Articles

The quality of AI-generated responses depends directly on your knowledge base. The better your articles, the more accurate the suggestions.

Semantic Search

When an agent uses the AI assistant, MailDesk automatically searches for the most relevant KB articles for the ticket. It doesn’t just search by keywords but compares the meaning of the text. "I can’t log in" will find the article "Reset Password," even if not a single word matches.

Tips for Good KB Articles

• One topic per article: Don’t pack everything into one mega-article
• Clear titles: "Reset Password" instead of "Fixing Account Issues"
• Concrete steps: The AI quotes specific instructions from your articles
• All languages: If your customers are multilingual, write articles in the primary language — the AI automatically translates the context

Source Attribution

After each AI-generated response, MailDesk shows the KB articles used as sources. This way, you can trace where the information comes from.