Managing your AI knowledge base

What this is

Your AI knowledge base is the set of brokerage / team information Roof AI uses to answer questions accurately and on-brand (policies, service areas, FAQs, processes, etc.). It’s optional, but it helps reduce off-brand answers and “I’m not sure” responses.

Who this applies to

• Core: Recommended (helps answer brokerage questions on listing pages)
• Intelligence / Lifecycle: Strongly recommended (more sitewide traffic = more varied questions)

What to include

Use this as your starter checklist:

• Office hours, contact info, locations
• Service areas (cities/neighborhoods you serve)
• Buyer/seller/renter FAQs (timelines, next steps, what to bring, how showings work)
• Policies (fair housing language, photo/listing removal requests routing, disclaimers)
• “How we work” (consultations, listing process, recruiting info if on the Lifecycle tier)
• Any “always true” facts you want the bot to default to

What not to include

• Sensitive personal info or anything you wouldn’t want echoed back to visitors
• Anything that changes daily (ex., temporary promos) unless you can commit to frequent updates
• Private internal SOPs that aren’t meant for consumers

Update cadence

• Monthly: review your knowledge base for outdated info
• Same-day: update immediately if you change contact info, office hours, service areas, or policies

Common failure modes (and how to avoid them)

• Outdated policies: visitors get incorrect instructions → update cadence
• Contradictory info: bot hedges or gives mixed answers → remove duplicates and pick one source of truth‍
• Too generic: bot sounds like any brokerage → add specifics (hours, locations, process details)