What is a knowledge base?

For an AI system this is the difference between answering as your business and answering as the average business in your sector. It does not have to be a product or a portal: a well- maintained set of documents is enough. What matters is that it is complete on the questions customers actually ask, that it is current, and that one named person owns it. A system pointed at a stale knowledge base gets confidently wrong rather than usefully vague, which is worse.