Upload And Organize Knowledge

While skilly gets out to a useful head start by browsing your website, it ultimately learns best from training material, just like any other new hire. The difference is that skilly has an infinite attention span, so you can fast-track it to Subject Matter Expert levels in no time by uploading your organizational knowledge. What's more, this is arguably the most crucial step in getting your skilly to a place where it can confidently engage with your users and start saving you time... so it's worth getting on the same page about AI's understanding of knowledge from the very beginning.

What Does "Knowledge" Mean To Skilly?

This is the kind of question that sounds obvious until you really start looking for the answer, and find that knowledge is constantly being transferred around your organization in ways you might not think is applicable to skilly:

• Does your sales team or customer support department record or transcribe their calls? That's a massive source of top-notch wisdom for skilly to learn from, because it shows exactly how your team converses with people outside the organization: it's not just what they say, it's how they say it.
• Do you have a job board that runs off a data feed? You can tell skilly about that feed, and whenever a user asks about internships or career opportunities, skilly will not only point them to that resource, but will likely also provide some conversational context that helps the user understand how their background might be relevant to particular roles.
• Does your product/program manager record simple videos in Slack every week, to let everyone know what new features have rolled out? skilly can learn from that too, and as you'll see below, you can even tell it how to use that information (e.g., learn from this but don't provide external users with the video).

Point being, the wisdom in your org is constantly flowing in a variety of shapes and formats. Most of the time, skilly can learn from it just like your team does... you just have to tell it where to look. Here's an example of content that our own team uploaded to our internal skilly, because it touches not only on relevant customers, partners and services, but also gives skilly a quick education on why the need for our service exists:

How To Add Knowledge

To start, navigate to your skilly's Knowledge base via the AI Agent dropdown menu, or the shortcut "up arrow" icon to the left of your profile picture.

You'll likely see that some content already exists; these are public webpages skilly has crawled in the same fashion that Google would.

Before you begin uploading additional knowledge, it's good to understand the Access options available to inform skilly of each file's proper context:

• Use Externally: skilly learns from this content, and may explicitly reference it, and may share the file itself with users. Good for polished sales & marketing materials, or any content where your team went to great lengths to craft the messaging.
• Use Without File: skilly learns from this content, and may explicitly reference it, but will not share the file with your users. Good for data feeds like inventory files or job boards, where the source file itself isn't relevant to end users, but the functional content is.
• Use Internally: skilly learns from this content, but only references its knowledge in conversations among your team members (i.e., people authenticated by your plan administrator). Good for using skilly inside your own organization... like ChatGPT, but with much better knowledge of your own company and brand.
• Do Not Use: skilly learns from this content, but will neither reference it nor share it. If you've ever been stuck dealing with obsolete content sitting out on a webpage you don't control, like outdated pricing, or a department's now-defunct contact information, you know it can be a headache to steer users away from that material. A good use case here would be to take the problematic 3rd party URL (let's say it happens to be a bio for your CEO who left last year), add it to your knowledge base, and set the access to Do Not Use. It tells skilly, "this webpage contains information we don't want to talk about", so if a user happens to ask "who is the CEO of your company?", skilly will ignore that page and look elsewhere for the answer.

Content Types

Clicking the + Add Files & URLs button at the bottom of the page will open the upload window, where you'll have several options for file formats:

Drag & drop any file into the Upload Files container, and in the vast majority of cases, skilly will be able to consume it: video, audio, PDF, even folders full of files. We just can't accept .zip or other compressed files.

If your knowledge is already on the web (or you prefer to use the web version rather than a file because it will be easier to keep up to date via the "Reprocess" button), go to Add URL. You'll see the dropdown for the type of URL you're adding, which helps give skilly a bit more context. Only in the case of adding a Data Feed will you be presented with additional fields to fill out.

If you're curious about the option for a Competitor URL, note that it's better to add that from the Competition section of the platform, which we'll cover in another article.

While you can add multiple files and URLs in the Upload window, note that they will all inherit the same Access type you choose. You can always change the Access type for each item later.

What Knowledge Should You Upload?

Now that you know how to train skilly with organizational knowledge, we've got a cheat sheet of some popular content types our successful clients tend to upload on day 1:

• Video files and client testimonials released for public consumption
• PDFs like itineraries, instruction manuals, or how-to guides
• Email newsletter URLs
• Sales materials, including one-pagers and slide decks
• Podcast episodes your staff has appeared on or published
• Partner websites that feature your programs, case studies, etc

More Training Opportunities

While the Knowledge base is a firehose of organizational information skilly can drink from, it's not the only channel for learning. The Q&A section is another immensely valuable training experience (for both skilly and your own team), and it's useful to remember the relationship between the public knowledge skilly independently crawls, vs. the files & URLs you upload, vs. the Q&A content: in short, the more effort you put into what you're teaching skilly, the more it values that information. If you're new to using skilly's Q&A feature, see our additional articles for a deep dive.