Skip to main content

​
Knowledge Base Management

Empower your AI agents with custom knowledge. Create, organize, and manage information that your agents can use during calls.

​
Overview

Your knowledge base is what makes your AI agent smart about your:
  • Products & Services
  • Company Policies
  • Common Questions
  • Troubleshooting Steps

​
Adding Knowledge

Direct Input

Add information directly:
  • Text documents
  • Q&A pairs
  • Scripts
  • Procedures

Bulk Import

Import existing content:
  • PDF documents
  • Word files
  • Web pages
  • FAQs

​
Content Types

Company information:
- Company history
- Product details
- Service descriptions
- Pricing information
Common interactions:
Q: "What are your business hours?"
A: "We're open Monday to Friday, 9 AM to 6 PM EST."

Q: "How do I reset my password?"
A: "I can guide you through our password reset process..."
Step-by-step guides:
Procedure: "Account Setup"
Steps:
1. Verify customer information
2. Choose account type
3. Set security questions
4. Confirm details

​
Organization

1

Categories

Organize by topics:
  • Products
  • Services
  • Support
  • Policies
2

Tags

Add searchable tags:
tags: [
  "technical-support",
  "billing",
  "product-features",
  "troubleshooting"
]
3

Priority Levels

Set importance:
  • Critical information
  • Common knowledge
  • Supplementary details
  • Background info

​
Smart Features

Auto-Learning

System learns from:
  • Call transcripts
  • Customer interactions
  • Resolution patterns
  • Common queries

Context Awareness

Understands:
  • Conversation flow
  • Previous responses
  • Customer history
  • Current context

​
Training Your Agent

1

Add Base Knowledge

Start with essentials:
baseKnowledge: {
  company: "Basic company info",
  products: "Product catalog",
  services: "Service details",
  policies: "Company policies"
}
2

Define Responses

Create response templates:
responses: {
  greeting: "Welcome to {{company.name}}",
  productInfo: "{{product.name}} costs {{product.price}}",
  support: "Let me help you with {{issue.type}}"
}
3

Test Understanding

Verify agent comprehension:
  • Test questions
  • Role-play scenarios
  • Edge cases
  • Complex queries

​
Version Control

Content Versioning

Track changes:
  • Version history
  • Change logs
  • Rollback options
  • Audit trail

Deployment

Control updates:
  • Staged rollout
  • A/B testing
  • Performance monitoring
  • Impact analysis

​
Analytics & Insights

Track utilization:
  • Most used knowledge
  • Common questions
  • Success rates
  • Gap analysis
Measure effectiveness:
  • Response accuracy
  • Customer satisfaction
  • Resolution rates
  • Learning curve

​
Best Practices

Content Quality

  • Keep it accurate
  • Regular updates
  • Clear language
  • Consistent tone

Organization

  • Logical structure
  • Clear categories
  • Easy navigation
  • Smart tagging

Maintenance

  • Regular reviews
  • Update outdated info
  • Remove duplicates
  • Add new content

​
Integration Options

​
Security & Compliance

Important considerations:
  • Data privacy
  • Access controls
  • Audit logging
  • Compliance rules
  • Sensitive information handling