What does it mean for an AI Employee reply to be grounded in your business knowledge?
Operational facts such as services, prices, hours, and policies should come from the knowledge you maintain in Mr. AI, while response instructions define how the AI Employee uses those facts. If information is missing or a case needs a person, the safe path is to fix the source or hand off instead of inventing an answer.
- Knowledge answers: what facts can the AI Employee rely on?
- Instructions answer: how should those facts be used in the reply?
- Testing exposes gaps before they reach real customers.
Use this concept when
- A reply is fast but inaccurate or generic.
- The AI Employee answer disagrees with current prices or policies.
- You need to decide whether the problem is missing knowledge or response behavior.
A stronger improvement path
- 1
Identify the fact the AI Employee should know.
- 2
Put it in the right knowledge source instead of repeating it in temporary message patches.
- 3
Adjust behavior instructions if the problem is how the fact is being used.
- 4
Test the same intent with multiple phrasings, including a question with no supported answer.
- 5
Expand live use only after the expected behavior is clear.
Quick questions
Should I repeat the same fact in instructions and the knowledge base?
Prefer one appropriate knowledge source for the fact and use instructions for behavior, so conflicting copies do not drift.
What should I do after a wrong answer?
First decide whether the source is missing or stale or the instructions caused the AI Employee to use it badly, then fix the source and test again.