Knowledge Base Overview
Knowledge Base Overview
The Knowledge Base is how you teach your Gail agent about your business, products, and procedures. A well-built knowledge base enables your agent to answer questions accurately and naturally.
How It Works
- You add content - Upload documents, add URLs, or input structured data
- Gail processes it - Content is indexed and optimized for retrieval
- Agent uses it - During calls, the agent searches the knowledge base to answer questions
Content Types
Gail supports multiple content types:
- Documents - PDFs, Word docs, text files, and other documents
- Web Pages - URLs and website content that you want Gail to reference
- Structured Data - FAQs, product catalogs, and procedures in a structured format
Best Practices
Keep It Current
Regularly update your knowledge base to ensure accuracy. Outdated information leads to incorrect answers.
Be Specific
The more specific your content, the better the agent can answer questions. Include:
- Exact procedures and steps
- Specific product details
- Common variations of questions
Organize Logically
Group related content together. This helps both you manage it and the agent retrieve it.
Include FAQs
If you have existing FAQs, add them! They’re perfect for knowledge bases because they’re already in Q&A format.
Knowledge Base Limits
Monitoring Usage
Track how your knowledge base is being used:
- Query volume - How often it’s searched
- Hit rate - How often searches find relevant results
- Top queries - Most common search terms
- Gaps - Questions that couldn’t be answered
Next Steps
- Holiday Hours - Configure holiday and special hours handling
- First Gail - Set up your first Gail agent
- Inbound Call Handling - Learn about handling incoming calls
