Lesson 3. Memory and Knowledge

Lesson 3. Memory and Knowledge#

Why This Matters#

The model doesn't remember past conversations (unless configured). For an agent to "know" facts about your business, you need a knowledge base.

Key Idea#

Knowledge base = source of truth for the agent

Without a knowledge base, the model relies on "general knowledge" and can make mistakes. With a base — it searches for answers in your documents.

Types of Memory#

1. Short-term Memory (Conversation Context)

The model remembers the current conversation within the context window.

Example:

• Client: "Hello, I'd like to book a haircut"
• Agent: "Sure! For what date?"
• Client: "Friday"
• Agent: "Great, booking you for Friday. What time works for you?"

The model remembers it's about a haircut and Friday.

Limitation: memory resets when leaving the conversation (unless long-term memory is configured).

2. Long-term Memory (Saved Between Sessions)

Some platforms (e.g., Zapier Chatbots) allow saving user information between conversations.

Example:

• First booking: "What's your name?" → Ivan
• Second booking: "Hello, Ivan! What service would you like to book?"

What can be saved:

• name, contacts
• preferences
• action history

Important: don't save sensitive data without consent.

3. Knowledge Base (Documents and Facts)

A knowledge base is files the model "reads" when answering.

What to put there:

• FAQ (frequent questions)
• price list
• rules and policies
• service/product descriptions
• company policies

How it works:

1. Client asks a question
2. Model searches for the answer in the knowledge base
3. Finds relevant chunks
4. Forms an answer based on them

Example: Knowledge base: "Nationwide delivery 3–7 days, free from $50"

Question: "How much is delivery?"

Agent: "Nationwide delivery is free for orders over $50, otherwise $3. Delivery time: 3–7 days."

How to Format a Knowledge Base#

Format 1: FAQ (question-answer)

Question: How do I book a service?
Answer: Message us on Telegram @salon or call +1 (999) 123-45-67.

Question: What services do you offer?
Answer: Haircut, coloring, manicure, pedicure, massage.

Question: How much is a haircut?
Answer: Women's haircut — from $15, men's — from $8.

Format 2: Structured Document

# Beauty Spot Salon Services

## Haircut
- Women's: from $15
- Men's: from $8
- Children's: from $6

## Coloring
- Full: from $30
- Roots: from $20
- Highlights: from $40

## Hours
Mon–Fri: 10:00–20:00
Sat–Sun: 11:00–19:00

Format 3: Table (if lots of data)

How to Update the Knowledge Base#

Rule: the knowledge base must be up to date.

Plan:

• once a month — check prices and terms
• when changes occur — update immediately
• collect questions the agent couldn't answer → add to the base

Example: Client asked: "Do you have children's haircuts?"
Agent: "Sorry, I couldn't find that information"
→ add to base: "Children's haircut — from $6"

Check Your Understanding#

1. What types of memory does an agent have?
2. What is a knowledge base and why is it needed?
3. How do you format a knowledge base?
4. How often should you update the base?