Knowledge Base vs AI Procedures

Understanding the difference between KB articles and AI Procedure (AIP) instructions

To understand the difference between Knowledge Base articles and AI Procedure (AIP) instructions, think of them as serving two distinct purposes:

Knowledge Base

Analogy: The Public Library

Think of your Knowledge Base as a publicly facing FAQ page. It’s designed to help players quickly find answers to common questions through self-service.

FAQs typically live on static webpages, providing answers so players can solve issues independently without contacting support.

Cevro brings this capability into chat using advanced retrieval algorithms to find relevant answers to questions asked in natural language.

Type of content:

• How-to guides
• Common questions and answers
• Limits, policies, and terms
• Promotional information

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AI Procedures (AIPs)

Analogy: Employee Handbook

This is where you provide standard operating procedures for your AI agents. It’s intended for internal use, similar to an employee handbook that guides staff behavior.

The content includes detailed, step-by-step instructions on how agents should handle various support scenarios—specific procedures and guidelines that direct agent actions.

Cevro uses these instructions to guide AI agents on how to handle support tickets, following your desired procedures exactly.

Type of content:

• Step-by-step guidance for handling specific support scenarios
• Actions to take when performing support tasks
• Internal ticket handling procedures
• Tone, style, and response guidelines

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How It All Comes Together

Cevro’s AI is your support agent. Providing it with standard procedures and step-by-step instructions allows this agent to resolve tickets exactly like your human agents—and over time, even better.

The Superpower

When you combine the Knowledge Base with AI Procedures, you can offer FAQ answers in a way that feels personal to players. Instead of searching a static webpage, players get help that feels like a human agent crafted the response specifically for them.

When issues become more complex—“I’m having problems and need assistance” rather than “How do I do X?”—the AI identifies the appropriate procedure, follows your guidelines, and provides personalized assistance.

Important: You don’t provide response instructions within KB articles. Article content is purely informational. How the AI responds to players is controlled by AIP instructions.

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Quick Comparison

	Knowledge Base	AI Procedures (AIPs)
Purpose	Information lookup	Action procedures
Content	Facts, policies, FAQs	Step-by-step instructions
Player sees	Direct answers	Guided support flow
Analogy	Library/FAQ	Employee handbook

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If Cevro isn’t performing as expected, reach out to support so we can troubleshoot and achieve your desired outcome.