Product feature
Knowledge base training: teach your AI voice agent your business by text, photo or voice note
Knowledge base training is how an Outpero AI employee learns what to say about your business. Owners type text, send a photo or record a voice note, and the AI turns it into facts and rules for review. A webpage can be added by its URL. During the call, the agent answers from what it was taught and personalises with details from each lead.
* Time from the lead reaching Outpero to the first ring, under normal conditions. It depends on how quickly your lead source delivers the lead.
At a glance
Knowledge base training: the short version
| Details | |
|---|---|
| Where it lives | Employee page > Training tab, and the Train Employees page in the sidebar |
| Ways to teach | Type text, send a photo, send a voice note, or add a webpage by URL |
| Review step | The AI distils input into facts and rules, which the owner reviews |
| Size limits | 1,000 characters per item, 500 items per employee, 30,000 characters in total |
| Testing | A sandbox chat lets the owner try the agent in text before any call |
| Per-contact details | Pre-call variables such as {{name}} from the lead payload or CSV columns |
On a call
How knowledge base training works, step by step
- 01Before the call is placed, Outpero loads what the employee was taught, along with the script and any details that arrived for that contact.
- 02If the taught knowledge is small, the whole of it sits inside the agent's instructions for the call, so every fact is always at hand.
- 03If the knowledge is larger, it is cut into short passages and the agent searches them during the call when a question needs one.
- 04The caller asks about a price, a timing, a policy or a location, and the agent answers in the caller's language using only the facts it was taught.
- 05For a question that was never taught, the agent says it does not have that information instead of guessing, and the gap can be read in the transcript.
- 06After the call, the owner reads the transcript and summary, then adds the missing fact in Training so the next call handles it.
Hear how a call goes
A sample call that uses knowledge base training
A coaching institute calling a lead from a website form. The fee structure and batch timings were taught; the hostel rules were not. Illustrative call. · Runs in Telugu with English words (shown here in English); shown here in English.
- Outpero AIHello Kiran garu, this is the AI assistant of Vidya Coaching Academy. You asked about the NEET repeater batch. Can I answer your questions?
- CallerYes. What is the fee for the one-year batch?
- Outpero AIThe one-year NEET repeater batch is ₹95,000 in total, payable in two instalments. This is the fee list the academy gave me.
- CallerAnd what time are the classes?
- Outpero AIThe repeater batch runs from 8 am to 1 pm, Monday to Saturday.
- CallerIs there a hostel nearby? What are the rules there?
- Outpero AII do not have the hostel details, so I would rather not guess. I will note your question for the admissions team. Shall I also note a good time for them to reach you?
- CallerAfter six in the evening.
- Outpero AINoted: after 6 pm, with a question about hostel rules. Thank you, Kiran garu.
Fee and timings answered from taught material. The hostel question was left unanswered on purpose and left visible in the transcript with the caller's preferred time, so the owner can add hostel details to Training.
An example written to show the shape of the call, not a recording or a customer result.
In the product
Set up knowledge base training
- 01Open the AI employee and go to the Training tab, or choose Train Employees in the sidebar and pick the employee.
- 02Under Teach, type what the agent should know and say, such as fees, timings, locations and rules, or send a photo of a price list or a voice note.
- 03Read the facts and rules the AI has distilled from your input, and correct or remove anything that is wrong before it goes live.
- 04Use Add a webpage to bring in a page of your website by pasting its URL.
- 05Open the sandbox chat and ask the questions real callers ask, checking that each answer matches what you taught and that gaps are admitted.
- 06Write {{name}} or any other variable into the script and greeting, then supply those values through the lead payload or CSV columns, mapping or creating any column the upload does not recognise.
In detail
Knowledge base training explained
Four ways to teach the agent
Training starts in the Teach box on the employee's Training tab. The owner can type, send a photo of a printed price list or brochure, or record a voice note. The AI does not store the raw input as it is. It distils it into short facts and rules, and the owner reviews them before the agent relies on them.
A fifth source, the Add a webpage option, takes a URL and brings in that page's content. There is no PDF upload in the app, so a brochure that exists only as a PDF should be re-entered as text or photographed.
| Limit | Value |
|---|---|
| Characters per taught item | 1,000 |
| Taught items per employee | 500 |
| Characters across all taught items | 30,000 |
| Training materials such as webpages, per employee | 200 |
Small and large knowledge behave differently
When everything taught is short, up to roughly 10,000 characters, the whole of it is placed inside the agent's instructions, so each fact is always available. Beyond that, the knowledge is split into passages of around 700 characters, and the agent runs a search of them during the call whenever a question needs an answer. That keeps long knowledge usable without slowing the conversation.
The agent speaks from the facts it was taught and the call script. If a caller asks about something outside both, the correct behaviour is to say so. Treat each such moment as a prompt to teach one more fact.
Testing before real callers hear it
The sandbox chat lets an owner try the employee in text. Ask the ten questions customers ask most, including one the agent should not know, and check that answers match what was taught.
Per-contact details through variables
Knowledge is shared across all calls, but each contact has its own details. Pre-call variables such as {{name}}, or any custom key, come from the lead payload or from the columns in a CSV, and can be used in the script and the greeting. During a CSV upload, a header the system does not recognise can be mapped to an existing variable or created as a new one.
Put it to work
What teams use knowledge base training for
| Use | How it helps |
|---|---|
| Fee, price and package answers | The agent quotes the course fee, room tariff or service price you gave it, in the caller's language, instead of improvising. |
| Policy and eligibility questions | Refund rules, eligibility conditions, delivery areas and timings can be taught once and repeated consistently across every call. |
| Personalised openings | A variable such as {{name}} or a product name drawn from the lead lets each call begin with the right person and the right enquiry. |
| Fast fixes after a bad answer | When a call exposes a gap, the owner adds one line in Training and tests it in the sandbox chat the same day. |
Straight answers
What knowledge base training does not do
- !The agent answers only from what it was taught plus the call script, so a question outside both gets an admission instead of an invented answer.
- !Teaching has hard caps: 1,000 characters per item, 500 items per employee and 30,000 characters across all items.
- !The app does not accept PDF uploads. Move key content into typed text, a photo or a voice note, or add the page from your website by URL.
- !With larger knowledge the agent searches short passages during the call, so very specific questions depend on the right passage being found.
- !It is not a document library. Callers cannot browse or receive the source files, and there is no customer-facing portal for them.
Knowledge base training: questions people ask
How do I train an AI voice agent on my business information?
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Open the employee's Training tab, or the Train Employees page, and teach it by typing text, sending a photo or sending a voice note. The AI distils that into facts and rules for you to review. You can also add a webpage by its URL. Then try the agent in the sandbox chat before it makes real calls.
Can I upload a PDF to train the agent?
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Not in the app. PDF upload is not offered on the Training screen. The practical routes are to type the key content, photograph a printed page, record a voice note, or paste the URL of a webpage that holds the same information. Keeping answers short and factual also suits spoken calls better than long documents.
How much can I teach one AI employee?
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Each taught item can be up to 1,000 characters, an employee can hold up to 500 items, and the total across items is capped at 30,000 characters. Webpages and similar materials are counted separately, up to 200 per employee. Short, specific items work better than long pasted text.
What does the agent do when it is asked something it was not taught?
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It should say that it does not have that information rather than invent an answer, because it is built to answer from what it was taught and from the script. The unanswered question can be read in the transcript, so you can add the missing fact in Training and test it again.
Can the agent use each customer's name or details on the call?
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Yes. Pre-call variables such as {{name}} are filled from the lead data sent to Outpero or from columns in your CSV, and can be used in the script and the greeting. Any custom key works. If a CSV header is unfamiliar, you can map it to an existing variable or create a new one during upload.
Does the AI send callers my documents or brochures?
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No. The knowledge base exists only to help the agent answer questions. It is not a document library, and callers cannot browse or download the source material. Sending a brochure link would need a separate action, such as a WhatsApp template message from your own WhatsApp provider account.
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