Knowledge Base & AI Training

2. Definitions

• Shilte AI, Shilte, we, us or our: The provider and operator of the relevant Shilte AI services.
• Customer, you or your: The business, organisation or authorised individual using the platform.
• Knowledge Base: The workspace or system used to store, organise, process and retrieve business reference information for AI-assisted services.
• Knowledge Content: Documents, text, FAQs, product details, images, instructions, policies and other information you submit or connect.
• AI Agent: An AI-powered assistant configured to respond to users or perform supported tasks on your behalf.
• Processing: Activities such as file reading, text extraction, transformation, chunking, embedding, indexing, storage and retrieval.
• AI Output: A response, summary, recommendation or other result generated with the assistance of artificial intelligence.
• Authorised User: A person permitted by you to access your business account or Knowledge Base.
• Third-Party Provider: An external technology, infrastructure, AI, storage or integration provider used in delivering a service.

3. Acceptance and scope

By uploading content, accessing the Knowledge Base, configuring AI training settings or using an AI agent connected to your Knowledge Base, you agree to these terms.

If you act for a business or organisation, you confirm that you have authority to accept these terms on its behalf. If you do not agree, do not upload content or use the affected features.

Some capabilities may depend on your subscription, technical configuration, account permissions or availability in your location. Additional terms may apply to specific products or integrations.

4. Knowledge Base services

Depending on your plan and enabled features, Shilte AI may allow you to:

• Create and manage business knowledge collections.
• Upload documents and reference materials.
• Add frequently asked questions and approved answers.
• Provide product, service, pricing and business information.
• Upload product or service images with descriptions.
• Process and organise content for AI retrieval.
• Configure the information available to selected AI agents.
• Update, replace or remove previously submitted content.
• Test AI responses against your business knowledge.

The exact file formats, file sizes, processing limits, storage allowances and available tools may change according to the relevant product and plan.

5. Uploads and supported content

You are responsible for ensuring that all content uploaded to your Knowledge Base is accurate, lawful and appropriate for its intended use. This includes documents, catalogues, menus, brochures, product specifications, price lists, images, policies, FAQs and other reference material.

You must have the necessary ownership, licence, consent or other legal authority to submit and use the content. Uploading a file does not transfer ownership of that file to Shilte AI.

Content must be readable and suitable for processing. Poor-quality scans, unclear photographs, corrupted files, unsupported formats or incomplete documents may not be processed correctly.

6. Content processing, extraction and indexing

To make information usable by an AI agent, Shilte AI may process submitted content through technical steps such as text extraction, formatting, segmentation, metadata creation, vector embedding, indexing and storage.

These processes help the platform identify and retrieve information that may be relevant to a customer's question. Processing does not mean that every word, image detail or document element will be recognised perfectly.

Tables, handwriting, complex layouts, low-resolution images, scanned documents and unusual file structures may result in incomplete extraction. You should inspect important content and correct errors where the platform provides editing or testing tools.

A document may take time to process before it becomes available to an AI agent. Uploading or saving content does not necessarily mean indexing has completed.

7. AI training and configuration

The Knowledge Base may be used to configure or improve how your AI agents respond to business-related questions. This may involve retrieving relevant content, applying instructions, using approved answers and combining business information with an AI model's language-generation capabilities.

Unless a feature expressly states otherwise, uploading documents to a Knowledge Base should not be understood as retraining or permanently modifying the underlying foundation AI model. It generally makes business information available to supported retrieval and response processes.

You are responsible for configuring agent instructions, choosing relevant knowledge sources, setting appropriate response behaviour and testing the agent before allowing it to interact with customers.

You must not configure an agent to mislead users about its identity, capabilities, authority or the source of information it provides.

8. Knowledge retrieval and relevance

When a user asks a question, Shilte AI may search or retrieve information from your Knowledge Base using available search, indexing and AI techniques. The system may identify content based on relevance rather than exact word matching.

Retrieved information may depend on the wording of a question, available context, document quality, indexing status, metadata, system configuration and retrieval settings.

The platform may not retrieve every relevant document or may retrieve information that is only partially relevant. You should not assume that the AI agent has considered every item in your Knowledge Base when generating a response.

9. AI-generated responses using business knowledge

An AI agent may use Knowledge Base content to answer customer questions about your business, including products, services, availability, policies, locations, prices, procedures and other information you provide.

Responses may summarise, paraphrase or combine retrieved information. They may also contain errors, omissions or statements that are not supported by your documents.

You are responsible for reviewing important responses, especially those involving prices, contractual commitments, refunds, warranties, safety, legal obligations or other consequential matters.

You should configure escalation or human handoff where an enquiry requires confirmation, professional judgement or a decision by an authorised member of your business.

10. Accuracy, updates and conflicting information

You are responsible for keeping your Knowledge Base current. If your prices, stock, opening hours, service areas, policies or business procedures change, you should update the relevant content promptly.

Where multiple documents contain different information, the AI agent may retrieve an outdated or conflicting version. Shilte AI does not independently verify every business claim contained in uploaded material.

You should maintain a clear source of truth for important information, remove obsolete documents and test the agent after significant updates.

If you discover a materially inaccurate response, take appropriate steps to correct the source content, revise agent instructions, adjust retrieval settings or temporarily disable the affected response feature.

11. Product images and visual content

Where supported, you may upload images of products, services, premises or other business materials and provide descriptions to help an AI agent respond to customer enquiries.

You are responsible for ensuring that images are genuine or properly licensed, accurately represent the relevant item and do not infringe another person's rights.

Image processing or AI-assisted interpretation may not identify every visual detail correctly. Generated descriptions, visual classifications and recommendations should be reviewed before being used as definitive product or service information.

An image does not independently establish stock availability, authenticity, condition, price, dimensions, warranty or any other commercial fact. Provide accurate supporting information where customers need it.

12. Data rights and ownership

You retain the rights you hold in the Knowledge Content you submit, subject to applicable law and the rights of third parties. Shilte AI does not acquire ownership of your business documents, catalogues, photographs or other uploaded materials merely because you use the service.

You grant Shilte AI a limited, non-exclusive permission to host, store, process, reproduce and transmit the content as reasonably necessary to provide, secure, maintain and support the services you use.

You confirm that this permission does not violate copyright, trademark, confidentiality, privacy or other rights.

Shilte AI retains its rights in its software, platform, AI tools, retrieval technology, interfaces, documentation and underlying intellectual property.

13. Personal and confidential data

Do not upload personal, confidential or sensitive information unless you are authorised to do so and the relevant service is appropriate for that information.

Where personal data is processed, you must comply with applicable data protection requirements, including providing required privacy notices, establishing a lawful basis, respecting data subject rights and applying suitable safeguards.

Depending on the actual processing activity, you may act as the data controller and Shilte AI may act as a data processor. The parties' roles must be assessed according to the purposes and means of the relevant processing.

You must not use the Knowledge Base to expose customer records, private communications, identity documents, financial details or other protected information to people who are not authorised to receive it.

Further information is provided in the Privacy and Data Protection Terms.

14. Security and access

You are responsible for protecting access to your Knowledge Base and ensuring that only authorised users can upload, edit, delete or connect business information.

• Protect account passwords and authentication credentials.
• Assign appropriate roles and permissions.
• Review access when staff or contractors leave your organisation.
• Use only authorised integrations and connected accounts.
• Report suspected unauthorised access or data exposure promptly.

Shilte AI may apply technical safeguards and access controls to protect the platform. No internet-based service can guarantee absolute security.

15. Customer responsibilities

You agree to:

• Upload only content you are authorised to use.
• Ensure that business information is accurate and reasonably current.
• Use clear and suitable source documents wherever possible.
• Review extracted content and important AI responses.
• Remove obsolete or misleading information.
• Configure agents with appropriate instructions and restrictions.
• Provide human support for enquiries requiring intervention.
• Comply with applicable privacy, consumer protection and intellectual property laws.
• Maintain independent copies of important business documents.
• Respond appropriately to customer complaints or requests involving incorrect AI information.

You remain responsible for the goods, services, prices, representations and business commitments communicated through your AI agent.

16. Prohibited content and use

You must not use the Knowledge Base to upload, process or distribute:

• Content that you do not have the legal right to use.
• Malware, malicious instructions or harmful code.
• Stolen, unlawfully obtained or improperly disclosed personal data.
• Content intended to facilitate fraud, impersonation or deception.
• Material that violates privacy, confidentiality or intellectual property rights.
• Information intended to manipulate or exploit customers unlawfully.
• Content designed to bypass platform safeguards or compromise connected systems.
• Material that is unlawful or otherwise prohibited under applicable law.

You must not attempt to extract another customer's private Knowledge Base content, interfere with indexing systems or gain unauthorised access to the underlying platform.

17. AI models and third-party providers

Shilte AI may use external infrastructure, cloud hosting, AI models, storage systems, embedding services or other technical providers to deliver Knowledge Base functionality.

The processing of content may therefore involve authorised service providers acting in accordance with applicable contractual and privacy arrangements. The availability and capabilities of these services may change.

Third-party providers may impose technical limits, update their models, change their APIs or discontinue features. These changes may affect content processing, retrieval quality, response generation or service availability.

Your use of a separately connected third-party service may also be subject to that provider's own terms and privacy policies.

18. Availability and limitations

Shilte AI aims to make Knowledge Base features available reliably but does not guarantee uninterrupted access, error-free processing, complete extraction or consistent retrieval results.

Features may be affected by maintenance, technical incidents, file format limitations, infrastructure availability, network conditions, system updates or third-party provider changes.

Processing times and supported content limits may vary. We may modify or improve the service as part of ongoing platform operations, subject to applicable agreements and legal obligations.

19. Suspension, removal and deletion

You may manage or remove Knowledge Content using the controls made available in your account, subject to applicable technical and retention limitations.

Shilte AI may restrict access to particular content or features where reasonably necessary to address security risks, unlawful activity, rights violations, misuse, technical problems or a breach of these terms.

When an account or service ends, content handling, export, retention and deletion will be governed by applicable product settings, privacy terms, contractual commitments and mandatory law.

You should maintain independent backups of important business information. Do not rely on the Knowledge Base as your only copy of essential records.

20. Disclaimers and limitation of liability

Knowledge Base tools, content processing, retrieval and AI-generated responses are provided on an available and as-provided basis, to the extent permitted by law. We do not guarantee that all content will be extracted, indexed, retrieved or represented accurately.

Shilte AI is not responsible for incorrect or misleading source content, unauthorised uploads, customer configuration choices or decisions made by you based on unverified AI responses, except to the extent directly caused by our breach of an applicable legal obligation.

To the extent permitted by law, Shilte AI will not be liable for indirect, incidental, special or consequential losses, including loss of profits, business opportunities, goodwill or data.

To the extent permitted by applicable law, Shilte AI's aggregate liability arising from the affected services will not exceed the fees paid or payable by you for those services during the twelve months immediately before the event giving rise to the claim.

Nothing in these terms excludes liability for fraud, wilful misconduct or any liability that cannot lawfully be excluded or limited. Mandatory consumer and other statutory rights remain unaffected.

21. General provisions

Changes to these terms

We may update these terms to reflect changes in the platform, technology, business operations or applicable law. Updated terms will be published with a revised effective date. Where required, we will provide additional notice or seek consent.

Governing law

These terms are governed by the laws of Kenya, subject to mandatory protections that may apply. Disputes will be handled by the competent courts of Kenya unless applicable law requires otherwise.

Severability

If a provision is held unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

No waiver

A failure or delay in exercising a right does not waive that right.

Relationship with other terms

These terms supplement the main Shilte AI Terms of Use and applicable product terms. Where a specific product agreement governs a particular feature, that agreement applies to the relevant subject matter.