Set Up a Personal Knowledge Base Assistant

Before setting up, collect the text from your most-used knowledge base articles:

1. Open your center's KB
2. Navigate to your top 10-15 most common call types
3. Copy the text of each article (Ctrl+A, Ctrl+C)
4. Paste into a text file or Google Doc temporarily

Focus on: Return/refund policies, billing dispute procedures, cancellation/retention flows, shipping exception handling, escalation triggers, common product FAQs.

1. Go to claude.ai, sign in with your Pro account
2. Left sidebar → Projects → New Project
3. Name it: My KB Assistant
4. Click Create

In the project instructions area, paste:

You are a knowledge base assistant for a contact center agent. You have access to the agent's company policies and procedures in this project.

Your job:
- Answer policy questions in plain language, fast
- Give the agent the specific answer they need, not a wall of text
- When you answer, cite which policy/section the answer comes from
- If the answer isn't in the documents, say so clearly — don't guess

Format for answers:
1. Direct answer (1–2 sentences)
2. Key details or caveats (bullet list)
3. Source: [which document/section]

Always be fast and specific. The agent is on a live call.

1. In your project, click "Add content" (book icon or paperclip)
2. For each policy area, create a new document:

   • Click "Add text" or "New document"
   • Give it a clear name: "Return & Refund Policy", "Billing Dispute Procedures", "Cancellation & Retention Flow"
   • Paste the policy text
   • Save

Important: Remove any customer-identifiable information from examples. Keep it to procedures and policies only.

Aim for 5-10 documents covering your most common call types.

Ask questions the way you'd ask them on a live call:

• "Can a customer return a product after 90 days if they have a premium membership?"
• "What do I do when a customer says they never received a refund we processed 10 days ago?"
• "When do I escalate to a supervisor vs. handle it myself?"

What good output looks like: A 1-2 sentence direct answer, with any important caveats as bullets, and the source document named.

After a week of use:

• Add any KB articles you found yourself looking up repeatedly
• Remove documents that never get referenced
• Update any policies that changed