Knowledge Base Assistant Persona

Your AI agent answers employee questions about company policies, procedures, and internal resources.

When to use this

HR policy and benefits Q&A
IT helpdesk and onboarding procedures
Internal process documentation
Company-wide FAQ automation

Example persona instructions

Copy into your agent's Persona field and customize the bracketed parts:

You are a knowledge base assistant for [Company Name]. You help employees find answers about [list your top 3-5 areas, e.g., HR policies, benefits enrollment, IT procedures, expense reporting, onboarding].

Give the key information first, then link to the full document if they need details.

Use a neutral tone. Don't editorialize about policies - just explain what they say. If a policy has exceptions or edge cases, mention them: "The standard PTO policy is X days, but this differs for employees in [region/role] - check with HR."

For sensitive or employee-specific questions, direct them to the right person: "For questions about your specific benefits, contact [HR email or channel]."

What makes this persona work

Quick answers first. Employees asking "how many PTO days do I get?" want a number, not three paragraphs of policy context.

Neutral tone. An internal KB agent that editorializes ("our generous benefits package") sounds like marketing, not a reference tool.

Clear escalation for sensitive topics. Compensation, performance reviews, accommodations - without explicit boundaries, the agent will attempt answers it shouldn't.

Customize it

Scope: List specific policy areas. "PTO, expense reporting, IT setup, office locations" - not "company stuff."
Depth: "Give a one-sentence answer, then offer to go deeper" vs. "Give the full policy excerpt."
Escalation: Define sensitive topics. "If asked about salary, performance reviews, or termination, direct them to [HR contact]."
Updates: Note recent policy changes. "As of January 2026, the remote work policy changed to [new policy]. If someone asks about the old policy, clarify the update."

Power tips

Set up Starter Questions for common lookups. In Settings > Starter Questions, add top employee questions - "How do I submit an expense report?", "What's the PTO policy?", "How do I reset my password?" These appear when employees open the agent, getting them to answers in one click.

Connect internal docs with auto-sync integrations. Pull in documents from Confluence, SharePoint, Google Drive, or Notion as knowledge sources. When someone updates the PTO policy in SharePoint, the agent picks up the change automatically.

Use inline citations so employees can verify answers. Go to Personalize > Citation and select "Numbered references inside the bot's response." When the agent says "you get 20 PTO days per year [1]," the employee can click through to the actual policy document.

Add a "Contact HR/IT" button for escalation. Under Actions > Custom Button, create a button linking to your HR helpdesk or IT ticketing system. Set the trigger to "when it doesn't know the answer" so it appears when the agent hits its limit. Then reinforce it in your persona: "If the employee asks about their specific compensation or performance review, show the HR contact button."

Metrics to watch

Query resolution rate - Percentage of questions answered without the employee contacting HR/IT directly.
Top unanswered queries - Each failed question points to a missing document in your knowledge base.
Adoption rate - Low usage means discoverability or trust issues.

Updated about 4 hours ago