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What is the Knowledge Base?

The Knowledge Base is a structured collection of topics and answers that your assistant can reference to:
  • Answer customer questions accurately
  • Provide consistent information across all calls
  • Reference specific details about your products, services, or policies

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Structure

The Knowledge Base uses a simple key-value format where each key is a topic and the value is the information the assistant should know: 
{
  "Pricing": "On a cents per minute or cost per call basis.",
  "Capacity": "Can handle thousands of calls per day",
  "Use Cases": "Post-Inspection Buyer Follow-Ups, Bulk Database Re-Engagement, Auction Campaign Buyer Reminders, New Listing Alerts, Buyer Requalification / Finance Check-ins",
  "Other Questions": "I don't have an answer for that currently, I'll feed your question back to our team and aim to get a response back to you on it as soon as possible.",
  "Product Features": "Remove all need for prompt engineering by letting users work with familiar, traditional call scripts, Eliminate model selection complexity—our platform hosts and maintains the best AI engines for you, Listen to calls live and capture every conversation as audio and as a transcript, get AI-generated summaries and call evaluations as soon as the call ends—no manual note-taking required, Seamlessly link your CRM and dial contacts directly from the platform—initiate calls with a single click, sync call logs and notes back to your CRM in real time.",
  "Scheduling Times": "Team available Monday to Friday 9am to 5pm."
}

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Common Topics

TopicWhat to Include
PricingCost structure, payment terms, pricing tiers
CapacityVolume limits, availability, scale
Use CasesSpecific scenarios your product/service supports
Product FeaturesKey capabilities and benefits
Scheduling TimesBusiness hours, availability windows
Other QuestionsFallback response for questions outside scope

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Performance Consideration

The Knowledge Base content is included in every request to the AI. Larger knowledge bases increase response latency:
For every ~500 words added to the Knowledge Base, expect an additional ~500ms of turn latency.
Keep your Knowledge Base concise and focused on information the assistant actually needs to reference during calls. Remove redundant or rarely-used content to maintain fast response times.

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Best Practices

  1. Be concise — Include only essential information to minimize latency impact
  2. Use clear topics — Name keys descriptively so the assistant knows when to use them
  3. Include fallbacks — Add an “Other Questions” entry for graceful handling of unknown topics
  4. Avoid duplication — Don’t repeat information across multiple entries
  5. Update regularly — Keep information current as your offerings change

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Knowledge Base vs Guidelines

AspectKnowledge BaseGuidelines
PurposeProvide factual informationShape behavior and responses
ContentSpecific data, prepared answersCondition-response rules
FormatTopic-value pairsIf-then rules
Example"Pricing": "On a cents per minute basis"”If asked about pricing, be transparent”
Use the Knowledge Base for what to say. Use Guidelines for how to handle situations.

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Next Steps

  • Guidelines — Add behavioral rules for specific situations
  • Call Objectives — Define what your assistant should accomplish