Start with the questions your students already ask. Go through your community threads, your DMs, your support inbox, and your live session Q&A recordings. The questions that appear most often — especially the ones you find yourself answering the same way every time — are the first ones to document for your agent.
Mining Your Existing Interactions
Every educator has a backlog of answered questions sitting in various places: community posts, email threads, session recordings, and DMs. That backlog is your first knowledge base blueprint. The goal is not to guess what students might ask — it’s to capture what they actually do ask, because real questions produce the most useful agent training content.
A practical audit: spend 30 minutes scrolling through your last three months of community posts and DMs. Note every question that came up more than once. Sort them into three buckets: logistics (where is X, how do I access Y), content (what does Z mean, explain this concept), and application (should I do this in my situation, how does this apply to my work). Each bucket maps to a different type of knowledge base article, and together they give you a prioritised writing list.
The Question Priority Framework
Not all questions are equally worth documenting for an agent. High-priority questions are those that are asked frequently, have a clear and complete answer, and don’t require knowledge of the individual student’s specific situation. These are the ones an agent can answer reliably and that save you the most time by being automated.
Lower priority questions are those that are asked rarely, require a nuanced or situational answer, or are primarily about emotional support rather than information. These are better handled by humans — not because the agent couldn’t generate a response, but because the quality of the answer matters more than the speed, and that quality comes from knowing the student.
A useful filter: if you could write one answer that would be accurate for 80 percent of the students who ask this question, it belongs in the knowledge base. If every student asking this question needs a different answer, it belongs in your coaching time.
What This Means for Educators
For coaches and consultants, this exercise often surfaces a surprising insight: the questions you find most repetitive and tedious to answer are exactly the ones your agent can handle best. The logistics questions, the terminology questions, the “how do I find X” questions — these feel trivial precisely because they have clear, repeatable answers. That’s what makes them perfect agent fodder. Document them, hand them to the agent, and redirect your energy to the conversations that actually need you.
The Simple Rule
Train your agent on what students actually ask, not what you think they might ask. Audit your last three months of interactions. Sort by frequency. Write the high-frequency, clear-answer questions first. Build outward from there as new questions surface in your community.