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Writing a great knowledge base

Your knowledge base is Karo's primary source of truth for your venue. The quality of Karo's answers depends directly on the quality of what you put in. Here's how to make it great.

Be specific, not general​

Generic answers don't help visitors. "Parking is available near the venue" is less useful than "There's a Blue Badge bay directly outside the main entrance on Victoria Street. The nearest public car park is the NCP on King Street, a 5-minute walk away."

Think about the specific details a visitor actually needs, not just the headline.

Write for Karo's understanding, not for a web page​

You're not writing for humans to read directly. You're writing for an AI to understand and paraphrase. This means:

  • Structure clearly. Use separate entries for distinct topics. Don't cram everything into one paragraph.
  • Use the AI optimise button. It restructures your text in a way that produces better responses.
  • Be explicit. Don't assume context. If your late arrival policy only applies to certain shows, say so.

Cover the questions you already answer every day​

The best knowledge bases come from taking the questions your box office handles most often and writing clear answers to every single one. Look at your phone call logs, email inbox, and any existing FAQs.

Good starting questions to cover:

  • Where do I park?
  • How do I get to the venue by public transport?
  • Is the venue accessible for wheelchair users?
  • Do you have a hearing loop?
  • What's your cancellation/refund policy?
  • What are the bar opening times?
  • What's your policy on late arrivals?
  • Can I bring a baby / pushchair?
  • What's the age restriction for [show type]?

Use the FAQs section for the edge cases​

The structured sections (visitor info, policies) cover your core content. The FAQs section is ideal for anything that doesn't fit neatly elsewhere — specific shows, seasonal information, special event rules.

Upload supporting documents​

If you have an existing accessibility guide, a printed FAQ document, or a comprehensive venue guide as a PDF, upload it. Karo can draw from the full content of uploaded documents.

Keep it up to date​

Karo's knowledge base is only as good as its last update. Build a habit of reviewing it:

  • At the start of each season
  • When policies change
  • When new shows with specific requirements are announced
  • After reading conversations where Karo gave a wrong or outdated answer

See also: Keeping Karo up to date →