AI agents
Knowledge Base
Everything the assistant answers from. The Knowledge Base is the single biggest lever on answer quality — a well-fed agent sounds like your best counsellor.
The screen has three tabs.
Training Data
This is where you add your agency’s own material. Anything a new staff member would need to know belongs here:
- Programme and course lists, and which universities you partner with
- Fee structures, deposits and payment schedules
- The documents you require from students
- Your step-by-step process, from first meeting to visa
- Scholarship and funding information
- Frequently asked questions and your standard answers
Write it the way you would brief a colleague
When you add or change training data, the agent picks it up automatically — there is nothing to “publish”. Test the result in the Playground.
Knowledge Gaps
When a student asks something the AI cannot answer confidently, it is recorded here as a gap — with the question and the conversation it came from. Review this list regularly. When you supply an answer to a gap, the assistant learns it: the same question will be answered properly next time, and the gap is cleared.
Knowledge Gaps are the most efficient way to improve your agent, because every entry is a real question a real student asked.
Universities
A catalogue of the universities and programmes the assistant knows about, with the details it draws on when advising students — locations, courses, entry requirements and similar. Review it for accuracy and completeness. If a partner university is missing or out of date, add it in Training Data or raise it with Support.
What “good” looks like
- Coverage
- The common student questions all have a clear answer in Training Data.
- Freshness
- Fees, intakes and requirements match this year, not last year.
- Few open gaps
- The Knowledge Gaps list is short because you clear it weekly.
- Positive feedback
- Student ratings on the Overview screen trend well.