Configuring knowledge

What knowledge is for

Knowledge is the factual basis of a campaign. It gives the voice agent the information it needs to answer questions reliably. While the script controls the flow, the knowledge provides the content. The agent bases its answers on this foundation and does not invent information.

What belongs in the knowledge

Store the facts in the knowledge that may be relevant during the conversation:

• answers to common questions from your target group;
• key facts about your offering or service;
• important conditions and notices;
• information the agent may state when asked.

Separate flow and content clearly: the course of the conversation belongs in the script, the facts in the knowledge. This separation is described in the article script vs. knowledge.

Good knowledge content

Reliable knowledge is clear, up to date and free of contradictions:

1. Phrase every entry clearly and concisely.
2. Avoid conflicting or outdated content.
3. Regularly check whether the entries still hold.
4. Include only information the agent may state.

Conflicting content leads to unclear answers. More guidance is available in the article creating good knowledge content.

Knowledge after campaign start

At campaign start, the approved state of the knowledge is saved as part of the versioned campaign state. This keeps traceable on what basis a conversation was held. Changes after the start are subject to the rules for locked settings.

Plan the knowledge carefully before the start and review it together with the script. Missing or conflicting entries are often easier to spot in a test call than during live operation.

Hinweis: The agent answers questions only on the basis of the stored knowledge. If a piece of information is missing, it does not invent it.

Related topics

• Script vs. knowledge
• Creating good knowledge content
• Creating the conversation script