Knowledge base
What your AI knows about your business
What your AI knows about your business.
What it does
Everything you put here, the AI can answer from. Opening hours, prices, policies, directions, what you do and do not offer.
It is read on every call, so a change takes effect on the next one. No retraining, no delay.
What it does not do
- It does not invent answers. Ask it something that is not in here and it says it does not know and offers a person instead. That is deliberate.
- It does not replace your instructions. The knowledge base is facts. How the AI behaves is a separate setting.
- It does not read like a document to the caller. It answers in a sentence, in speech. Long paragraphs come out as long speeches, so write it plainly.
Setting it up
Write it as short statements a person would say out loud.
Good: We are closed Sundays. Oil changes start at 49 dollars and take about half an hour.
Bad: Please refer to the attached schedule for our operating hours.
The one thing that matters
Fill it from what callers actually ask, not from what you think they should know.
Your call transcripts already contain the list. Every question where the AI said it would put somebody through is a question it could have answered. Add those, and each one becomes a call your team never has to take.
The Data Report on the Dashboard pulls this out for you.
Common mistakes
Writing a brochure. Marketing copy does not answer questions. Facts do.
Leaving out what you do not do. "We do not service motorcycles" saves more time than three paragraphs about what you do service.
Forgetting to update it. A price that changed last month is worse than no price at all.