The knowledge base is where you store information that powers your AI agent's answers. This article explains what it is and how it works.
Overview
The knowledge base is a central repository of business information that your AI agent uses to answer customer questions. It contains details about your services, policies, hours, staff, and anything else customers might ask about.
How It Powers Your Agent
When a caller asks a question:
- The AI agent understands the question
- It searches your knowledge base for relevant information
- It formulates an accurate answer based on what it finds
- It responds naturally to the caller Without knowledge base content, the agent can only provide generic responses. With rich knowledge base content, it becomes an expert on your business.
What to Include
Your knowledge base should contain:
- Business information — Name, description, philosophy
- Services or menu — What you offer and pricing
- FAQs — Common questions and answers
- Policies — Booking, cancellation, refund policies
- Staff information — Team members and specialties
- Location details — Address, hours, contact info
- Promotions — Current offers and events
Knowledge Categories
Knowledge is organized into categories:
| Category | Purpose |
|---|---|
| Business Info | Company overview and values |
| Services/Menu | What you offer |
| FAQs | Common questions |
| Policies | Terms and conditions |
| Staff | Team directory |
| Locations | Physical locations |
| Promotions | Special offers |