Knowledge types
SHVYA supports company About information, separate FAQs, configured website URLs and readable uploaded documents. Supported source-file types include PDF, DOCX, TXT, CSV and XLSX. The system extracts/indexes approved source content for retrieval with PostgreSQL pgvector and keyword matching.
Add a source
- Open AI Brain / Knowledge Sources.
- Add an approved webpage URL or upload a supported readable file.
- Save and wait for the source processing/indexing status to show readiness.
- Ask targeted factual questions in AI Sandbox and check the answer against the actual source.
- Replace or disable obsolete pricing documents and FAQs before production use.
What indexed means
Adding a website URL does not mean the AI visits the live website on every reply. It can use the extracted, processed content available to the organization. A webpage that blocks fetching, a damaged upload or unreadable scan may not yield usable evidence. Scanned documents may require OCR and quality checks.
Write high-quality FAQs
Add one realistic customer question and a precise, approved answer at a time. Include constraints, validity and exceptions rather than just marketing claims. FAQs are factual evidence, not hidden qualification questions.
When the AI says it cannot answer
Confirm the source is active, current and processed, that the answer is truly included, and that the customer phrased a related question. Read the relevant AI Trace before declaring the model broken. Do not add unsupported product claims to force an answer.