Start with high-signal sources
Add help center articles, product pages, refund policies, onboarding instructions, pricing explanations, and internal FAQ material. Prefer concise, current documents over large archives that include contradictory information.
Keep policy content explicit
If the agent must answer billing, refund, shipping, legal, or account questions, give it exact policy text. Do not rely on broad instructions when a customer-facing policy has specific conditions or timelines.
Review weak answers
Use conversations and analytics to find questions that were unanswered, generic, or escalated. Add missing source material, rewrite unclear documents, and retest the agent with the same customer language.