Knowledge base overview

A knowledge base is the source for assistant business answers. The assistant retrieves knowledge content and generates spoken answers based on the conversation context.

Knowledge scope

• Define the questions the assistant should answer.
• Prepare business materials that can be shared with callers.

Writing principles for voice scenarios

• Keep content simple and focused.
• Avoid overly long or fragmented documents.
• Remove content that the assistant should not answer.
• Prefer plain text over images and complex formatting.

How knowledge is used

The assistant usually does not read knowledge content word for word. It uses retrieved content as reference and answers in a more conversational way.