Glossary
Knowledge Base / RAG
A Knowledge Base in an AI context is a curated store of practice-specific content the AI retrieves from before answering. RAG (Retrieval-Augmented Generation) is the technique that pulls relevant snippets into the model's context at query time.
Out of the box, an LLM knows general medicine and general business conventions but nothing specific about your practice — your hours, your prices, your insurance acceptance, your providers. RAG closes the gap. The Knowledge Base stores your practice content (services, FAQs, policies, provider profiles, schedules). When a patient asks a question, the system retrieves the most relevant KB chunks and feeds them to the model so the answer is grounded in your real data, not the model's general prior. The accuracy gap between an untrained bot and a properly trained one is enormous, and almost all of that gap comes from the KB, not the model.
Why it matters for AI accuracy
Without RAG, the AI will confidently invent answers — wrong hours, wrong prices, wrong insurance acceptance — because LLMs pattern-match on similar businesses they saw during training. With RAG, the model is constrained to answer from your actual content. The difference between a bot patients trust and one that embarrasses you is almost entirely on the KB side.
What to train on
Services and pricing, hours and locations, insurance accepted, provider profiles, new patient intake instructions, common FAQs, policies (cancellation, no-show, refund), and educational content about commonly treated conditions. See the full guide on training your AI bot.
What to keep out
No PHI, no patient records, no staff personal info, no financial internals, no internal-only operational notes, no outdated content. The KB is queryable; anything in it can surface in a patient-facing answer.
How to keep it from rotting
Weekly sync of Google Sheets sources. Monthly website re-crawl plus retrieval-tester run against 20-30 real patient questions. Quarterly audit against actual front-desk question patterns. Update same-day on any operational change (new provider, price shift, insurance dropped or added). Assign one owner — KBs without owners always rot.
Related reading
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