The knowledge base. KB, is where the AI agent looks when the customer asks something that isn't a transactional request. Policies, hours, pricing, return windows, service offerings, FAQs. The KB is the source-of-truth the agent grounds its answers in.
A useful KB is curated, not just scraped. Documents are versioned (so an old policy does not haunt new conversations), tagged (so retrieval is scoped to the relevant audience), and reviewed periodically (so the agent does not quote a policy that changed three months ago).
The integration question is whether the KB lives in the vendor's platform or in your existing CMS. A vendor whose KB is theirs costs you migration effort if you switch. A vendor whose KB reads from your CMS reads from where your team already maintains the truth.
Vorel reads from your existing CMS. Help Scout, Zendesk Guide, Notion, your own docs site, rather than duplicating the corpus into a vendor-controlled store.