The right answer, surfaced before your team searches for it

A centralized repository of articles, policies, how-tos, and troubleshooting guides that agents and customers can access. The quality of a knowledge base determines how accurately and consistently your team responds — and how much an AI agent like Mim can resolve autonomously. Dixa's knowledge base is AI-powered: it surfaces relevant articles automatically during conversations rather than requiring agents to search.

As an agent types, Dixa's AI reads the conversation and pulls relevant articles and policies automatically — before the agent finishes reading the customer's message. The right answer appears in context, in the same screen, without the agent opening a new tab or running a search. This is what makes the difference between an agent who needs to check everything and one who responds with confidence from day one.

Yes — and this is a specific limitation of Freshdesk, which only allows one knowledge base per account. Multi-brand ecommerce groups on Dixa give each brand its own knowledge base, routing configuration, and AI context while sharing a unified agent pool. Agents handle contacts from different brands without content bleeding between them.

Agents can create and update articles directly from within a conversation — when they encounter a gap or find a better way to explain something, they update it immediately. This follows Knowledge-Centered Service (KCS) principles: knowledge improves through use rather than requiring a separate maintenance project. tink uses this approach to onboard seasonal agents fully within two weeks.

Yes. Mim learns from your knowledge base and website content automatically — no manual training required. When you update a policy, Mim picks it up without retraining. The knowledge base is what allows Mim to give accurate, on-brand responses rather than generic AI answers. The more complete and current it is, the better Mim performs.

Yes. Dixa supports both an internal knowledge base for agents and an external help center for customers. The external help center reduces inbound contact volume by letting customers find answers before they reach out. It supports 30+ languages and can be translated automatically.