Knowledge and Retrieval
Knowledge and Retrieval provides the foundation for grounded answers, policy-aware automation, and reusable process logic.
Define your organization's unique business knowledge in a structured format that agents can retrieve and reason over during execution. By modeling knowledge as operational records, you can ensure that agents have access to the most relevant, up-to-date information while maintaining control over how that knowledge is used in practice.
Core capabilities
- Build knowledge records optimized for agent search and retrieval.
- Store process instructions and business rules as structured knowledge.
- Retrieve context across support content, procedures, and operational docs.
- Keep agent responses aligned to approved operating guidance.
- Implement Retrieval Augmented Generation (RAG) patterns for grounding agent responses in trusted information.
Typical outcomes
- Better answer quality with fewer hallucinated or out-of-policy responses.
- Faster onboarding of new workflows through reusable knowledge assets.
- More consistent execution across teams and channels.
Operational model
- Knowledge assets are authored and curated as governed operational records.
- Retrieval is combined with runtime and data context during execution.
- Access policies define who can read, update, and activate knowledge assets.
- Runbooks, FAQ, Product Documentation, Knowledge Bases, HOWTO.