The agent is running, but the results are useless

You set up an agent, gave it a schedule, and are waiting for results. The agent is working — sending emails, writing copy, answering questions. But something's off. The copy is too generic. Replies to customers are too formal. Reports lack specifics.

The reason: you gave the agent tasks, but never explained who you are and what you do.

What the agent doesn't know without a filled-out Knowledge Base

A fresh agent is a smart assistant with no context. It doesn't know:

• What your company actually does
• Who your key customers are and how to communicate with them
• What your communication style is — formal or friendly
• What your priorities and values are
• Who your competitors are
• What your product is and what makes it stand out
• Your internal terminology and concepts

Without this information, the agent works like a smart stranger: polite, competent, but with no understanding of your specifics.

Example: how an empty vs. filled Knowledge Base changes quality

Request: "Write a reply to a customer question about delivery times"

❌ Agent with an empty Knowledge Base:

Good afternoon! Thank you for your question. Delivery times depend on the shipping method you choose and your location. Standard delivery takes 3–7 business days. For further questions, please don't hesitate to reach out. Kind regards.

Any agent could have written that for any store. No specifics whatsoever.

✅ Agent with a filled Knowledge Base (knows this is a children's goods store, delivery in 2–3 days, friendly tone):

Hey there! We deliver across the city in 1–2 days, right to your door by courier. For the rest of the country via SDEK — usually 3–5 days depending on your city. I can check the exact timeline for your order — just send me your order number or delivery city 😊

See the difference? The second reply is specific, hits the right tone, and gives real timelines.

What to fill in the Knowledge Base

In ASCN, the Knowledge Base consists of several files. The key ones to start with:

USER.md — context about your business

Create or fill in the USER.md file. Template:

# About the Business

**Company:** [name]
**Industry:** [what you do — be specific]
**Core products/services:**
- [product 1]: [brief description, price or price range]
- [product 2]: ...

**Target audience:** [who your customers are, their characteristics]

**Key customers:**
- [Name/company]: [brief note on what's important to know]
- [Name/company]: [prefers short replies / communicates only via Telegram / etc.]

**Competitors:** [list, and how we're better]

**Our advantages:** [3–5 key points]

# Communication Style

**Tone:** [formal / friendly / semi-formal]
**Address:** [formal "you" / informal "you" — depending on the channel]
**What not to do:** [e.g., don't promise discounts without my approval]

# Priorities

**Main goal right now:** [e.g., growing the customer base / increasing repeat purchases]
**What matters most to me in the agent's work:** [accuracy / speed / specificity]

# Team

- [Name]: [role, area of responsibility]
- [Name]: [role]

How to fill it out in 20 minutes

You don't need to write a novel. The bare minimum that will already improve quality:

1. Three sentences about the business:

We're a web design studio based in Samara. We build websites for small businesses, with an average budget of $1,500–$4,000. Our main clients are small service businesses: clinics, lawyers, real estate agencies.

2. Communication style:

We talk to clients in a friendly, no-nonsense way. Respectful but human. We don't use corporate filler like "highly professional approach."

3. Top 3 things the agent must know:

Never quote a price in a conversation without me involved. If a client asks about pricing — collect a brief and let them know a manager will follow up with a quote.

This is already 3–4× better than an empty Knowledge Base.

How to keep it updated as you grow

The Knowledge Base is a living document. Update it when:

• A new product or service launches
• Your pricing policy changes
• Important customers appear that the agent needs to recognize
• You notice the agent repeating the same mistake (add an exception to the KB)

Good practice: spend 10 minutes once a month reviewing and updating the Knowledge Base.

Minimum Knowledge Base checklist

• ☐ Business name and what it does (2–3 sentences)
• ☐ Core products/services with prices or price ranges
• ☐ Target audience (who the customers are)
• ☐ Tone and communication style
• ☐ 2–3 things the agent should never do
• ☐ Contact details for key people (team, important customers)