Your AI agents answer only from the knowledge base and from what the caller
tells them. Anything that is not in it, they say they don’t have, then offer to
connect the caller to a person or arrange a callback (see
when it doesn’t know). They never
use general knowledge of products or prices, and never mention or recommend
another company.
With an empty knowledge base, an agent tells callers it has no information
about your products, prices or policies. Add what you want said before you
put an agent on a live number.
What goes in
Knowledge base in the sidebar (operators: choose the organisation in the page header first):
Keep it to what you would want said to a customer. An article can be switched
off without deleting it.
How an agent uses it
The bar at the top shows the size of everything switched on:
- Up to 24,000 characters (about ten pages): the agent reads all of it
before each call. This is the most reliable, so keep the knowledge base
focused.
- Over that: the agent is given the article titles and searches the
knowledge base for each question before it answers. Try a question runs
that same search, so what it finds is what the agent would find. When
nothing matches, the agent says it doesn’t have that information.
Each agent uses everything by default. In its profile, under Knowledge,
you can choose particular articles instead: a sales agent that knows the price
list, a support agent that knows the troubleshooting guides.
Every search an agent runs is in the call’s trace, with what it found.