Knowledge Base
The Knowledge Base is the information source your AI agent uses to answer questions accurately. Without a good knowledge base, your agent can only provide generic responses. With a comprehensive knowledge base, your agent becomes an expert on your business.
Why Knowledge Base Matters
WITHOUT KNOWLEDGE BASE
┌─────────────────────────────────────────────────────────────────┐
│ │
│ Customer: "How much does a haircut cost?" │
│ │
│ Agent: "I don't have specific pricing information. │
│ Haircut prices typically vary..." │
│ │
│ ❌ Generic, unhelpful response │
│ │
└─────────────────────────────────────────────────────────────────┘
WITH KNOWLEDGE BASE
┌─────────────────────────────────────────────────────────────────┐
│ │
│ Customer: "How much does a haircut cost?" │
│ │
│ Agent: "A men's haircut is €25, and a women's haircut │
│ starts at €35. Would you like to book an appointment?" │
│ │
│ ✅ Specific, accurate, actionable response │
│ │
└─────────────────────────────────────────────────────────────────┘
How RAG Works
RAG (Retrieval-Augmented Generation) is the technology behind knowledge base functionality:
┌─────────────────────────────────────────────────────────────────┐
│ RAG PROCESS │
└─────────────────────────────────────────────────────────────────┘
Customer Question
"What are your prices?"
│
▼
┌─────────────────────────────────────────────────────────────────┐
│ STEP 1: SEARCH │
│ System searches knowledge base for relevant content │
│ │
│ Query: "prices" → Matches: "Services and Pricing" section │
└─────────────────────────────────────────────────────────────────┘
│
▼
┌─────────────────────────────────────────────────────────────────┐
│ STEP 2: RETRIEVE │
│ Relevant chunks of text are extracted │
│ │
│ Retrieved: "Men's haircut: €25 │
│ Women's haircut: €35-€55 │
│ Color treatment: €60-€120" │
└─────────────────────────────────────────────────────────────────┘
│
▼
┌─────────────────────────────────────────────────────────────────┐
│ STEP 3: GENERATE │
│ AI creates response using retrieved information │
│ │
│ Response: "Our prices are: men's haircut €25, women's │
│ haircut from €35, and color treatment from €60." │
└─────────────────────────────────────────────────────────────────┘
Creating a Knowledge Base
Step 1: Access Knowledge Base Section
- Click "Knowledge Base" in the sidebar
- Click "Create" to start a new knowledge base
Step 2: Name Your Knowledge Base
Choose a descriptive name:
- "Main Business Information"
- "Product Catalog 2024"
- "Customer Service FAQ"
Step 3: Upload Content
Drag and drop files or click to browse.
Supported Formats
| Format | Extension | Best For |
|---|---|---|
| Formatted documents, brochures | ||
| Word | .docx | Text documents, manuals |
| Text | .txt | Simple content |
| Markdown | .md | Structured documentation |
| HTML | .html | Web content |
| CSV | .csv | Tabular data (prices, inventory) |
Step 4: Connect to Agent
- Go to Voice Agents → your agent
- Find Knowledge Base setting
- Select your knowledge base
- Save changes
Content Guidelines
What to Include
| Category | Content Examples |
|---|---|
| Company Info | About us, history, mission, values |
| Services/Products | Descriptions, features, benefits |
| Pricing | Prices, packages, payment options |
| Hours & Location | Business hours, address, directions |
| Policies | Cancellation, refunds, terms |
| FAQ | Common questions and answers |
| Staff | Team members, specializations |
| Promotions | Current offers, discounts |
| Processes | Booking, ordering, returns |
Content Structure Template
# [COMPANY NAME] Knowledge Base
## Company Overview
[Brief description of your business - 2-3 paragraphs]
## Services and Products
### [Service/Product 1]
- **Name:** [Full name]
- **Description:** [What it is and what's included]
- **Price:** [Exact price or range]
- **Duration:** [If applicable]
- **Who it's for:** [Target audience]
### [Service/Product 2]
[Same structure...]
## Business Hours
| Day | Hours |
|-----|-------|
| Monday | 9:00 AM - 6:00 PM |
| Tuesday | 9:00 AM - 6:00 PM |
| Wednesday | 9:00 AM - 6:00 PM |
| Thursday | 9:00 AM - 6:00 PM |
| Friday | 9:00 AM - 6:00 PM |
| Saturday | 10:00 AM - 4:00 PM |
| Sunday | Closed |
**Holidays:** [Holiday schedule]
## Location and Directions
**Address:**
[Full street address]
[City, Postal Code]
[Country]
**How to find us:**
- By public transport: [Instructions]
- By car: [Parking information]
- Landmarks: [Nearby recognizable places]
## Contact Information
- **Phone:** [Number]
- **Email:** [Email address]
- **Website:** [URL]
- **Social Media:** [Links]
## Frequently Asked Questions
### Q: [Common question 1]
**A:** [Detailed answer]
### Q: [Common question 2]
**A:** [Detailed answer]
### Q: [Common question 3]
**A:** [Detailed answer]
[Add 10-20 common questions]
## Policies
### Booking Policy
[How appointments/orders work]
### Cancellation Policy
[Cancellation terms and fees]
### Payment Methods
[Accepted payment options]
### Refund Policy
[Refund conditions]
## Our Team
### [Name 1]
- **Role:** [Position]
- **Specialization:** [Expertise areas]
### [Name 2]
[Same structure...]
## Current Promotions
### [Promotion Name]
- **Offer:** [What's included]
- **Valid:** [Date range]
- **Conditions:** [Terms]
Best Practices
Do's
✅ Be specific and accurate
- Include exact prices, not "around €50"
- Use precise hours, not "morning to evening"
✅ Update regularly
- Review monthly or when things change
- Remove outdated promotions
- Update seasonal information
✅ Use clear language
- Write as you would explain to a customer
- Avoid internal jargon
- Define technical terms
✅ Organize logically
- Use clear headings
- Group related information
- Use tables for structured data
✅ Include context
- Don't just list prices; explain what's included
- Add "when to choose this" guidance
Don'ts
❌ Don't include confidential info
- Internal processes
- Staff personal details
- Competitive strategies
❌ Don't be vague
- "Prices vary" → Instead: "Prices range from €50-€150"
- "Call for details" → Include the details
❌ Don't use outdated info
- Old prices
- Former staff members
- Expired promotions
❌ Don't assume knowledge
- Spell out abbreviations
- Explain terms that might be unfamiliar
Advanced: Multiple Knowledge Bases
When to Use Multiple KBs
| Scenario | Strategy |
|---|---|
| Different agents | Each agent gets relevant KB |
| Different topics | Separate KBs for products, support, etc. |
| Different languages | Separate KBs per language |
| Frequent updates | Separate static info from dynamic |
Connecting Multiple KBs
Some configurations allow connecting multiple knowledge bases to one agent. The agent will search all connected KBs.
Troubleshooting
Agent gives wrong information
Possible causes:
- Information in KB is incorrect
- KB not connected to agent
- Multiple conflicting entries
Solutions:
- Review and correct KB content
- Verify KB is connected in agent settings
- Remove duplicate/conflicting information
Agent says "I don't know" when answer exists
Possible causes:
- Information phrased differently than question
- Content too deeply nested
- File format issues
Solutions:
- Add FAQ with exact question phrasing
- Ensure clear headings and structure
- Try different file format
Agent invents information not in KB
Possible causes:
- Prompt doesn't restrict to KB only
- KB has vague or incomplete info
- Temperature setting too high
Solutions:
- Add to prompt: "ONLY use information from knowledge base"
- Fill gaps in KB content
- Lower temperature setting
Maintenance Schedule
| Frequency | Task |
|---|---|
| Weekly | Check for urgent updates needed |
| Monthly | Review prices, hours, promotions |
| Quarterly | Full content review |
| As needed | Update when business changes |
Related Topics
- Voice Agents — Connecting KB to agents
- Prompt Engineering — Using KB in prompts
- Templates — KB content templates