Control what Shopping Muse knows about your business by providing brand knowledge, such as policies, FAQs, blog content, and expert context. This enables the agent to go beyond product data and respond to shoppers in a way that accurately reflects your brand.
How Shopping Muse uses brand knowledge
When responding to shoppers, Shopping Muse relies on multiple sources of information:
- Product data from your catalog
- General knowledge
- Brand knowledge that you provide
Brand knowledge is the primary way you teach the agent how your business operates and how it should guide shoppers when product data alone is not enough.
Control what the agent knows by adding brand knowledge articles. Each article provides information about a specific topic, such as a policy, operational detail, or product-related guidance. The agent uses these articles only when they are relevant to a shopper’s query.
In addition to answering operational questions, brand knowledge can enhance product discovery. For example, articles that include trends, comparisons, or buying guidance help the agent provide more informed and contextual recommendations.
With brand knowledge in place, Shopping Muse can:
- Answer policy and operational questions accurately
- Apply brand and industry context when guiding shoppers
- Enhance product discovery with expertise beyond catalog attributes
- Reduce generic or incomplete responses
This keeps conversations accurate, relevant, and aligned with your brand.
Manage brand knowledge
Manage your brand knowledge under Customize Agent, where you can add, edit, or remove articles as your business information evolves.
You can add up to 20 articles by entering content directly in Experience OS or uploading a file (.docx or .pdf).
When adding brand knowledge:
- Give each article a clear and unique title
- Keep each article focused on a single topic so the agent knows exactly when to use it
- Write each article in one language only
Best practices for building effective knowledge
- Focus each article on one topic
Maintaining a narrow scope helps the agent identify when to use the article and simplifies ongoing updates. - Use clear and explicit language
Write articles the way you would explain policies or guidance directly to a shopper. Avoid internal references such as “as mentioned above.” Clearly state rules, conditions, and exceptions. - Cover common shopper questions
Ensure that frequently asked questions and key decision points are documented. If no relevant article exists, the agent's response might be limited or generic. - Support multiple languages carefully
- Each article must be written in one language only
- Provide separate articles per language when needed
- The agent attempts to match the shopper’s language, but fallback behavior is not guaranteed, so ensure critical content exists in all supported languages
- Removing an article without replacing it in the same language may temporarily impact retrieval in that language