Your AI Voice Agent in Dial.Plus relies on the knowledge you provide to deliver accurate, consistent, and helpful answers to callers. By building a well-structured knowledge base, you enable your agent to fully understand your business, respond in the right tone, and minimize confusion.
This article outlines best practices for organizing and structuring AI knowledge so your agent can perform at its best and create a seamless experience for your callers.
Types of Knowledge You Can Add
In Dial.Plus, you can provide knowledge to your AI agent in several formats, depending on the type of information you want to share:
- Links – Point your agent to external resources such as FAQ pages, help center articles, or documentation.
- Files – Upload supporting documents for more detailed information. Supported formats include:
.txt, .pdf, .doc, .docx, and .md (maximum file size: 5 MB each). - Text – Add short answers, instructions, or guidelines directly into the platform.
- Shared Knowledge – Reuse knowledge you’ve already added for other agents, ensuring consistency across your organization.
Best Practices for Structuring Knowledge
A well-structured knowledge base ensures your AI Voice Agent in Dial.Plus can respond accurately, consistently, and in the right tone. Here are some key practices to follow:
Keep It Organized
- Group knowledge by topic (e.g., pricing, returns, technical support).
- Use clear titles and labels so content is easy to identify, update, and manage.
Be Clear and Concise
- Write in simple, direct language.
- Avoid jargon unless it’s essential or industry-specific.
- Use short sentences and bullet points to improve AI processing.
Provide Context
- Add examples where possible to guide how the agent should respond.
- Clarify exceptions or special cases to avoid misunderstandings.
Keep Information Up-to-Date
- Review your knowledge base regularly.
- Remove outdated policies, discontinued products, or irrelevant details.
- Replace with accurate, current information to prevent customer frustration.
Balance Depth and Brevity
- Provide enough detail for the AI to respond confidently and accurately.
- Avoid overwhelming the agent with overly long or complex documents unless truly necessary.
Example Use Cases
Here are some practical ways organizations can add knowledge to help their AI Voice Agent perform better:
Healthcare Provider
- Adds short custom text with office hours, emergency contact details, and appointment booking instructions.
- Ensures patients receive accurate, consistent information without needing to speak to staff for routine inquiries.
Saas Company
- Links to their Pricing FAQ page, so the AI always has the most up-to-date information on subscription tiers, features, and billing.
- This eliminates the risk of outdated pricing being communicated and reduces support requests.
eCommerce Brand
- Uploads a returns policy PDF, allowing the AI to guide customers step-by-step through the return or exchange process.
- Ensures customers understand eligibility, timelines, and shipping instructions, improving satisfaction and reducing errors.