Best Practices for Completing the Concierge Knowledge Base

Following these practices makes answers more accurate and prevents duplicate or contradictory information.

1. Include the keyword in the description text, not just the title

The search looks at the item's description, not its title. If the title is "Gym" but the word "gym" never appears in the description, the system may not find it when a guest asks about that service.

What to do: always include the service's main term in the description, even if it's already in the title.

2. Avoid context mentions that create incorrect matches

If an item mentions a keyword only as a reference (for example, "restaurants" inside a description about location), the assistant may mistake that mention for real information about that service.

What to do: avoid repeating a service's name in items that aren't about that service. Use generic synonyms when appropriate.

3. Don't refer guests to the front desk for topics that already have their own item

A phrase like "for restaurant information, ask at the front desk" inside another item can compete with the specific content of the "Restaurant" item.

What to do: check that no item sends guests to the front desk for a service that's already documented elsewhere.

4. Use descriptive titles, not questions

A title like "How do I get the bar menu?" only matches if the guest asks in almost the same words.

What to do: use clear, direct titles like "Restaurant Menu" or "Bar Menu" instead of questions.

Examples: "Restaurant Menu," "Bar Menu," "Gym Hours," "Room Service," "In-Room Dining."

5. Don't include instructions for the assistant inside the description

Phrases like "always show this link when answering" aren't reliably followed by the assistant. That kind of rule belongs elsewhere in the system, not in the Knowledge Base.

What to do: write the description only as information about the service, without instructions aimed at the assistant.

6. Avoid duplicate items

When two items share the same title or content (for example, two "Hydrofit Classes" or two "Bar Menu" items), the assistant may give inconsistent answers depending on which one it uses.

What to do: before creating a new item, check that a similar one doesn't already exist. If it does, update it instead of creating another.

Examples to avoid: two "Hydrofit Classes" items or two "Bar Menu" items.

7. The description is reference information, not the final answer

The assistant doesn't copy the description word for word, it uses it as context to write its own response. So formatting the text to look like "the final answer" (special line breaks, response-style bolding, emojis, or icons) has no effect and can cause confusion when the information is loaded.

What to do: write the description clearly and simply, like an internal fact sheet, not styled the way you'd want the final reply to look.