Skip to main content
Your anny AI assistant draws on a knowledge base to answer customers’ questions. This knowledge base is filled automatically with information from your website during initial setup. You can supplement, update, or expand it with your own FAQ entries at any time.

​
Who is this feature for?

Knowledge management is relevant for all admins who:
  • want frequently asked questions answered automatically
  • want to make sure anny AI provides correct and current information
  • want to supply specific knowledge that isn’t on the website
  • want to improve the quality of their assistant’s answers

​
What happens during initial setup?

When you activate anny AI, your website is read automatically. This provides the assistant with all the information already available on your website and its subpages. That means:
  • Opening hours, prices, offers, and common questions are recognized and stored as knowledge.
  • You don’t have to enter everything manually. The assistant is ready to hold conversations right after setup.
If your website contains outdated or incorrect information, anny AI will adopt it too. So check your website for accuracy before setup.

​
Where do you find knowledge management?

  1. Go to the Account settings and open anny AI.
  2. Click Manage knowledge.

​
Maintaining common questions

You can manually create question-and-answer pairs that your assistant draws on for matching requests. Here’s how to add an FAQ entry:
  1. Open Manage knowledge.
  2. Click Add entry.
  3. In the Question field, enter the question the way customers would typically ask it.
  4. In the Answer field, enter the complete information the assistant should provide.
  5. Save the entry.
Tip: Phrase questions the way real customers would ask them, naturally and conversationally. The assistant also recognizes similar phrasings.

​
Importing entries

You can import multiple entries at once to save time:
  • CSV or Excel import: Prepare a spreadsheet with column 1 = question and column 2 = answer. Upload it to import all entries at once.
Make sure each row contains a complete entry (a clear question and a complete answer).
In addition to the maintained knowledge base, anny AI can search your website when needed to find current information. Here’s how to activate web search:
  1. Open your assistant’s configuration (Organization settings > anny AI > Configure).
  2. Navigate to your assistant’s tools.
  3. Activate the web search tool.
  4. Limit the search to your own website domain.
We recommend limiting web search to your own website. That way you make sure anny AI only uses verified information from your own source.
The assistant then reads your website including all subpages and can give callers information available there, even if it isn’t explicitly stored as an FAQ entry.

​
Best practices for good knowledge management

  • Clear phrasing: Write questions the way callers actually ask them. Use simple, natural language.
  • Complete answers: Provide all relevant information in the answer, including prices, times, and conditions.
  • Regular updates: Keep the knowledge base up to date. Change entries whenever prices, times, or offers change.
  • Spot gaps: Use the conversation logs to identify questions the assistant couldn’t answer or answered poorly. Add matching entries.
  • Keep your website current: Since anny AI uses your website as an information source, updates there directly affect the quality of its answers.

​
FAQ

No, during initial setup your website is read automatically. You only need to add information that isn’t on your website or is outdated there.
Only if you activate web search and limit it to your own domain. anny AI does not search the entire internet.
There is no fixed limit. The more relevant entries you maintain, the better anny AI can answer questions.
The assistant tells the caller that it can’t answer the question and, depending on the configuration, offers to transfer them to an employee.