Voice AI
What is Knowledge base?
A knowledge base is a curated collection of business information, such as prices, policies, product details and FAQs, that an AI agent consults to answer questions accurately.
Also called: KB, agent knowledge, FAQ document
It is typically a set of uploaded documents or text that the agent retrieves from at call time, often using RAG. Good knowledge bases are short, current and written as plain facts: the fee for each course, the EMI options, branch timings, what the warranty covers. Contradictory or outdated documents produce contradictory answers, because the agent cannot tell which version is correct.
The knowledge base is what stops an agent improvising answers about prices or policy. It needs maintenance like any other sales material: when fees or offers change, the knowledge base should be updated before the next campaign goes out. Pair it with an instruction to say 'let me confirm that and get back to you' when the answer is not there.
What is Knowledge base?
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A knowledge base is a curated collection of business information, such as prices, policies, product details and FAQs, that an AI agent consults to answer questions accurately. It is typically a set of uploaded documents or text that the agent retrieves from at call time, often using RAG. Good knowledge bases are short, current and written as plain facts: the fee for each course, the EMI options, branch timings, what the warranty covers. Contradictory or outdated documents produce contradictory answers, because the agent cannot tell which version is correct.
Why does Knowledge base matter?
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The knowledge base is what stops an agent improvising answers about prices or policy. It needs maintenance like any other sales material: when fees or offers change, the knowledge base should be updated before the next campaign goes out. Pair it with an instruction to say 'let me confirm that and get back to you' when the answer is not there.
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