Guide · AI and knowledge base
How to build a help centre the AI can answer from
In short
An AI that answers from your help centre is only as good as the articles in it. Write one article per real question, put the answer in the first sentence, be specific about times, places and conditions, keep internal notes out of the public articles, and add an article every time the AI or a customer can’t find one.
Reviewed 9 November 2026. Terms used: RAG (retrieval-augmented generation), Agent assist, PII masking for AI.
Eight steps to a help centre an AI can use
The same steps make the help centre better for people reading it themselves.
Collect the questions customers really ask
Pull them from chats, tickets and your site’s search box, in the customers’ own words. That list is your table of contents.
One question per article, titled the way it’s asked
“When will my sofa arrive?” beats “Delivery information”. An AI searching for a passage that answers one question finds it faster in an article about that question.
Answer in the first sentence, then the details
Start with the answer, then the conditions and the exceptions. Be specific: name the areas, the days, the time limits and what the customer needs to have ready. Vague articles give vague answers.
An example article (the areas and days are examples) When will my order arrive?
In the Klang Valley, 3 to 5 working days after you order. Elsewhere in Peninsular Malaysia, 7 to 10 working days.
We’ll message you on WhatsApp the day before with a two-hour slot.
Short paragraphs, headings and lists
Search reads articles in passages. A heading per topic and a short paragraph per point mean the passage that’s found holds the whole answer, not half of it.
Keep internal and public apart
Escalation steps, supplier contacts and discount limits belong in an internal knowledge base for your team. Anything the AI may say to customers must be in the public one.
Write each language your customers use
Publish the article in every language customers write in, as translations of one article, so they stay in step and the answer matches the question’s language.
Tell the AI what it must not answer
Some questions need a person whatever the articles say: complaints, refunds outside the policy, anything medical or legal. List them, and make sure the bot hands those over.
Close the loop every week
Read the questions nobody could answer: the ones the AI couldn’t, and the searches that found nothing. The common ones become new articles; update any article whose policy changed, and unpublish what’s no longer true.
How it works in Axonave
Your articles, your help centre, and the AI reading only what’s published.
Axonave keeps internal knowledge bases for your team and customer-facing ones for your public help centre, with each article in English, Malay and Chinese as linked translations. Import PDFs and Word files or crawl your website into drafts. The AI answers customers only from published, customer-facing articles and shows its source; search matches by keyword and meaning. Unanswered questions are grouped, most asked first, and “Make a draft” turns one into an article for a person to publish.
- The help centre is live at app.axonave.com/help/your-workspace
- Topics the AI is told to decline, and your own rules
- Agent Assist drafts from internal articles too, for your team only
Knowledge in our demo workspace: an internal playbook for staff, and the customer help centre in English, Malay and Chinese, with its published articles and a draft.
Common questions
Will the AI answer from draft articles?
No. Axonave’s AI answers customers only from published, customer-facing articles. Drafts and internal knowledge bases never reach customers.
Do we need to write everything from scratch?
No. Import PDF, Word, text or Markdown files, or crawl your website, and Axonave makes draft articles with the original attached. A person reads and publishes them.
Which plan includes the knowledge base and AI?
Pro includes the knowledge base and AI. On Basic, an AI pack switches them on with one knowledge base.
See it working with your own customers.
We reply within one business day by email or WhatsApp.