The way you write your Knowledge Base content can have a significant impact on the quality of Novus AI responses.
You do not need to write specifically for an AI or fill your content with keywords. The goal is to provide clear, complete, and accurate information that both a person and an AI can easily understand.
Write Clear and Direct Information
Use simple and direct statements whenever possible.
Avoid unnecessary wording that makes important information difficult to identify.
Instead of:
For those users who may possibly want to register an account, what you basically need to do is visit our website where you should be able to find the registration section.
Use:
Account Registration
Members can create an account through the registration page on our official website.
The second version communicates the same information more clearly.
Include Enough Context
Avoid writing isolated values without explaining what they represent.
Instead of:
500 Points
Use:
Daily Login Reward
Members receive 500 Points after completing the daily login requirement.
Context helps Novus AI understand when the information should be used.
Be Specific
Vague information can result in vague responses.
Instead of:
Contact staff if you have a problem.
Use:
Account Recovery
If the normal account recovery process does not resolve the issue, create a support ticket for manual assistance from the support team.
The more clearly you define the situation, the easier it is for Novus AI to provide the appropriate answer.
Use Descriptive Headings
For longer entries, divide your information into sections with descriptive headings.
For example:
Account Registration
Registration instructions.
Password Recovery
Password recovery instructions.
Account Suspension
Information about suspended accounts.
Clear sections make your content easier to maintain and provide better context around related information.
Group Related Information
Information about the same topic can usually be placed together.
For example, a Download & Installation entry might contain:
Full Client Download
Manual Patch
Installation Instructions
System Requirements
Common Installation Problems
This keeps related information organized.
However, avoid combining unrelated topics into the same Knowledge Base entry.
Don't Create One Giant Knowledge Entry
It may seem easier to copy all of your community information into a single Knowledge Base entry, but this can become difficult to maintain.
Instead of:
Everything About Our Server
Consider separating the content into logical topics such as:
Server Information
Registration
Download & Installation
Rules
Services
Events
Technical Support
Frequently Asked Questions
Smaller, focused topics are easier to review and update.
Avoid Keyword Stuffing
You do not need to add every possible keyword a member might use.
Avoid content such as:
register, registration, signup, sign up, create account, account creation, make account
Instead, write the actual information:
Account Registration
Members can create a new account using the official registration page.
Novus AI can use the meaning and context of the member's question rather than relying only on exact keyword matches.
Write Complete Rules and Conditions
If information has conditions, include them.
Instead of:
Players receive 1,000 Points.
Use:
Event Participation Reward
Players who successfully complete the event requirements receive 1,000 Points. The reward is provided only once per eligible account.
This prevents important conditions from being omitted from the response.
Use Exact Numbers
Be careful when adding:
Prices
Percentages
Rewards
Dates
Times
Quantities
Limits
Durations
For example:
Premium Plan
Price: $10
Duration: 30 days
Avoid approximate wording when the exact value is known.
If a value is not confirmed, do not invent one.
Clearly Mark Tentative Information
Sometimes you may need to add information that has not yet been finalized.
Clearly identify it.
For example:
Planned Maintenance
The maintenance is tentatively scheduled for August 30 at 8:00 PM. The schedule is not final until an official announcement is published.
When the information becomes official, update the entry.
Explain Exceptions
If a rule has exceptions, include them in the same relevant section.
For example:
Refund Policy
Purchases are normally non-refundable after the service has been delivered.
Exception: A refund may be reviewed if the service could not be delivered due to a verified system error.
Leaving out exceptions can cause the assistant to provide an incomplete answer.
Preserve Commands and Technical Values
Some information should remain exactly as written.
Examples include:
Discord mentions
Commands
File names
URLs
Configuration values
Error codes
Product names
Service names
If members need to enter a specific command, clearly identify it as a command.
For example:
Verification Command
Use /verify in the verification channel to begin account verification.
Explain Links
Do not add a URL without explaining its purpose.
Instead of:
Use:
Registration Page
Use the official registration page to create a new account:
This helps Novus AI understand when the link should be provided.
Avoid Conflicting Information
Conflicting Knowledge Base content can make it difficult for the assistant to determine which information is correct.
For example:
Entry A: Registration closes Friday.
Entry B: Registration closes Saturday.
If one entry is outdated, update or remove it.
When information changes, search for other entries that may contain the old value.
Avoid Unnecessary Duplication
Do not copy the same information into many Knowledge Base entries unless there is a clear reason.
Duplicated information becomes difficult to maintain because every copy must be updated when something changes.
Whenever possible, maintain one reliable source for each piece of information.
Separate Facts From AI Behavior
Knowledge Base content should primarily contain facts and information.
For example:
Support Hours
Support staff are available from 9:00 AM to 6:00 PM.
This belongs in your Knowledge Base.
Meanwhile:
Always respond politely and never argue with members.
This is an AI behavior rule and normally belongs in your AI Instructions.
Topic-specific AI behavior can also belong in the appropriate AI Route.
Don't Store Secrets
Never place private credentials or sensitive administrative information in your Knowledge Base.
Do not store:
API keys
Passwords
Database credentials
Authentication tokens
Private payment credentials
Internal secrets
Only provide information appropriate for your assistant to use.
Write for Real Member Questions
Think about how members actually ask questions.
If members frequently ask:
Where can I download the game?
Your Knowledge Base should clearly explain where downloads are available.
If they frequently ask:
What do I do when the launcher won't open?
Create troubleshooting information that directly addresses that situation.
Your real support questions are one of the best sources for deciding what your Knowledge Base needs.
Review Your Content Before Saving
Before saving an entry, ask:
Is the information accurate?
Is the topic obvious?
Is enough context provided?
Are conditions and exceptions included?
Are important numbers correct?
Are links explained?
Is any information outdated?
Does this conflict with another entry?
Is there unnecessary duplicate information?
Would a new member understand this without additional explanation?
If the answer is yes to the important quality checks, your content is likely ready.
Example of Effective Knowledge
Instead of:
Donation
Payment available. Create ticket. Admin will help.
A better Knowledge Base entry would be:
Payment Assistance
Members who want to complete a purchase that requires staff assistance should create a ticket in the designated payment support channel.
A staff member will provide the available payment instructions through the ticket.
Only follow payment information provided through the authorized support process.
The second example provides context, procedure, and important conditions without relying on the AI to fill in missing information.
Keep Improving Your Knowledge
Effective Knowledge Base content develops over time.
When Novus AI gives an incomplete response, do not immediately assume the AI model is the problem.
Review the information available to it.
Sometimes a small improvement to the Knowledge Base—such as adding a missing condition or clarifying a vague sentence—is enough to significantly improve the response.
Next Step
Once you know how to write effective Knowledge Base content, the next step is organizing that information so it remains easy to manage as your Knowledge Base grows.
Continue to Organizing Your Knowledge Base.