The process changed on Monday. The main procedure is current, but the AI assistant answers from an older guide. The problem is the route by which approved changes reach the knowledge base.
Keep an AI knowledge base current by connecting process changes to source updates, retirement checks and answer verification. Name an owner for each source and for the collection. Those responsibilities can sit with one person in a small team.
Give changes a trigger
A changed service, approval rule, template or system field should trigger review when it becomes effective. Do not depend solely on a quarterly reminder.
Use a change ticket:
What business rule changed?
Which source owns that rule?
When does it apply?
Which related documents might conflict?
Who approves the revision?
Who confirms the tool uses the intended material?
A scheduled review remains useful for sources that change quietly. It should complement updates triggered by actual business decisions.
Retire old instructions deliberately
Check embedded copies, attachments and reference links. Updating one authoritative file does not establish that every retrieval path leads to it.
Keep required historical records appropriately separate from the active collection. Ask the technical owner to verify how replaced files and indexes are handled. Do not assume deleting a file instantly removes every retrieved copy.
Record the approved source version and confirmation date. If the platform provides limited visibility, make that limitation explicit and strengthen answer checks accordingly.
Retest changed questions
For an illustrative onboarding change, test which information is mandatory, which service the rule covers and what happens to clients already in progress. Include a question using old terminology.
Compare the answer with the approved source. A link to the correct document is useful evidence, but the answer must still represent it correctly.
Investigate repeated corrections
Record the question, expected source and observed failure when staff correct the same answer repeatedly. Determine whether the problem is missing content, conflicting documents, retrieval or workflow instructions.
Assign the correction and check it after completion. An error log without an owner becomes another stale information source.
Related guidance: guide to mapping the work before changing it.
