AI Brain & Knowledge Base
1) What is AI Brain in Thunaivi?
AI Brain is your support knowledge layer. It uses your FAQs, policies, and process content to generate accurate replies
across WhatsApp, Instagram, Facebook, Telegram, and Website Chat.
2) How to add knowledge content
- Go to Client Portal > AI Brain
- Click Add Knowledge
- Add content using:
- FAQ text
- Policy docs
- Website URLs
- Internal process notes
- Save and publish
- Test with real customer-style questions
3) Recommended content format
Use clear Q&A format:
- Q: What is your refund policy?
- A: Refund is allowed within 7 days for eligible plans...
Best practice:
- Keep each answer short and specific
- Add exact limits, timelines, and exceptions
- Avoid vague text like “usually” or “maybe”
4) Priority knowledge topics (must-have)
- Pricing and plans
- Trial and billing rules
- Refund/cancellation policy
- Setup/onboarding steps
- Channel setup requirements
- Escalation process to human team
- Support contact details
5) How to improve AI accuracy
- Add top 50 real customer questions first
- Include synonyms and spelling variations
- Add “do not answer directly” topics (force handoff)
- Review wrong replies weekly and update content
- Remove outdated policy text immediately
6) Human handoff safety rules
Set AI to escalate for:
- Payment disputes
- Legal/compliance questions
- Angry/frustrated users
- Security/privacy requests
- Any unknown/high-risk request
7) Versioning and change control
- Keep one owner for knowledge approval
- Update with change log (date + reason)
- Test before publishing major edits
- Roll back quickly if answer quality drops
8) Knowledge QA checklist
- Is the answer factually correct?
- Is policy up to date?
- Is response short and clear?
- Is escalation trigger defined?
- Is link/contact path included if needed?
9) Common mistakes
- Uploading marketing copy instead of support answers
- Not updating knowledge after pricing changes
- No escalation rules for sensitive cases
- Too long answers that confuse users
10) Monthly maintenance workflow
- Export top failed intents
- Fix missing/weak knowledge entries
- Add new FAQs from live conversations
- Re-test top 20 intents
- Track improvement in deflection and CSAT
