Episode 1: Empower Your AI Agents with a Smarter AI Knowledge Base

Elizabeth: Welcome to the Deep Dive. Today we're tackling something pretty big, how businesses can actually deliver intelligent, um. Really personalized customer interactions. You know, without the costs, just going through the roof Salesmsg. They're stepping up here with their new AI knowledge base features.

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It's part of their SaaS platform expansion. Our mission today. Unpack how this isn't just another tool, but well potentially a real game changer for customer experience and maybe even a strategic advantage.

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Chris: Yeah. What's really interesting I think, is how these updates let the AI agents move beyond. Those sort of robotic canned responses, they start giving, uh, much more accurate and informed answers.

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So we're gonna walk through the five key phases that make this happen. Think of it as a guide to unlocking some real strategic value for you.

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Elizabeth: Okay, let's dig in then. Our sources lay out a pretty clear path for setting this up. The first step sounds like, well, building the AI's memory, its core intelligence.

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Chris: Exactly. That first phase is all about getting the ai, the information it needs, giving it the latest intel. You kick things off by clicking add knowledge, pretty straightforward. Then you've got options, upload or drop documents. If there's a 10 megabyte limit per file, by the way, or you can create document to just type stuff in manually.

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Mm. But here's the thing, our sources really stress. It's not just adding info, it's about curating it.

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Elizabeth: Ah, okay. So quality over to sheer quantity.

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Chris: Precisely. You're essentially setting up the AI's Single source of truth. If you feed it messy or old data, well you're gonna get messy or old answers. Right? That 10 may G limit.

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It's not random. It seems like it's about making sure the system can process things quickly. For fast AI responses.

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Elizabeth: Right. Makes sense. So once the AI's brain is loaded up, how do you point it? How do you tell it, okay, this stuff is relevant for this kind of question.

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Chris: Yeah, that's a great question. It gets to precision, doesn't it?

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The next step is clicking to select the area where you want to add or edit knowledge. This lets you make really targeted updates instead of a sort of broad refresh, you're pointing the AI to specific sections. It's like saying, Hey, for questions about refunds, look here. First it stops the AI from, uh, getting lost.

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Elizabeth: Got it. So knowledge loaded, focus sharpened. Then we need the actual agents to use this. Right. And maybe clarify what exactly is an AI agent in the Salesmsg world? Is it just one general bot, or

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Chris: That's a really important point. Yeah. In Salesmsg, think of an AI agent. Less like a general chat bot and more like a specialized virtual helper for specific tasks you might have.

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One just for qualifying leads, maybe another for basic troubleshooting, another for onboarding new users. Wow, you get the idea.

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Elizabeth: Okay. So specialized roles, that makes sense for efficiency.

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Chris: Definitely. So the next step involves heading into. Agent settings. Mm. And there you can select the specific agent or campaign you wanna work on, like that lead mag magnet test agent example.

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This is really where that knowledge base starts talking to your actual workflows in Salesmsg.

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Elizabeth: And then you get to the conversation style. That sounds fun, like giving the AI a personality. But are there like hidden challenges there, things people should watch out for? Oh,

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Chris: absolutely. Yeah. You set your conversation style to define how it talks, tailoring it to who it's talking to, and you can tell it to use all documents selected, right?

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So it has all the relevant info for its specific job, but the potential pitfall. Our sources suggest that really successful teams are super careful about mapping styles, you know, mapping them to customer segments where someone is in the sales journey.

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Elizabeth: Ah, so not just making it friendly, but making it strategically appropriate.

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Chris: Exactly. A casual browser might need a different tone than someone needing urgent support, right? Mm-hmm. The challenge is keeping that brand voice consistent across maybe multiple agents and making sure the personality actually helps, not hinders.

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Elizabeth: Okay, so we've got the knowledge, the focus, the agent, the style.

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What's the final check? How do you make sure this newly smart AI is actually gonna work properly before you let it talk to real customers?

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Chris: Right. The moment of truth.

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Elizabeth: Yeah.

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Chris: The last phase is activation and crucially validation. You click on to let the AI start using the knowledge base in its chats. Simple enough.

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There's also a use knowledge base beta toggle, which is neat for trying out new stuff safely, but. The key, I think, is the preview function. This isn't just seeing how it looks.

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Elizabeth: It's testing the answers. Yeah,

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Chris: exactly. Mm-hmm. It lets you see how the AI uses that knowledge base you built to answer real questions.

You can check if it's understanding things correctly, if it's pulling the right info, if it's not, you know, making stuff up based on misinterpretations, hallucinating, as they say. You verify it before it goes live. That cuts down on problems later and makes the rollout smoother for everyone.

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Elizabeth: So pulling it all together, what does this mean practically for someone using Salesmsg?

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What's the real impact?

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Chris: Fundamentally, completing these five steps means your AI agents become significantly more effective. That translates to, uh, three main things. First, competitive advantage. Your AI can give faster, smarter, more personalized answers than maybe your competitors can. That elevates your brand.

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Second, it really transforms the customer experience. You're shifting from just reacting to problems, to offering proactive, consistent help. 24/7 and third. It's about the strategic vision. This knowledge base isn't just for today, it's the foundation for future AI features, things like. Predicting customer needs, maybe automating more sales tasks.

It integrates deeper into your whole Salesmsg setup.

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Moderator: Wow, okay. That was quite the dive into Salesmsg's, AI knowledge base. It definitely feels like the goal here is making AI smarter Yes. But also much more relevant and, um, specifically tailored to your business needs.

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Chris: Abdolutely. And think about this beyond just this initial setup, imagine continuously refining that knowledge base.

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Your Salesmsg agents could evolve potentially from just assistance into real strategic partners constantly learning, adapting, offering an even more intelligent experience down the line. It really opens things up.

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