Knowledge Base
Give your AI agent access to your business information so it can answer caller questions accurately.
What is the Knowledge Base?
The Knowledge Base is like giving your AI agent a reference library. When a caller asks a question your procedures don't explicitly cover, the AI searches through your documents to find relevant information and generates an accurate answer.
For example, if a caller asks "What's your return policy?" and you've added your return policy to the knowledge base, the AI will find that content and answer the question naturally in the conversation.
What You Can Do Here
Add Documents
Upload or paste content like FAQs, policies, product information, and guides.
Connect Sources
Link to external content sources like Zendesk, websites, or wikis.
Test Queries
Ask test questions to verify the AI finds the right answers from your content.
Monitor Usage
See how often the knowledge base is searched and how well it's performing.
Adding Content
Click "Add Connector" and choose "Manual Upload" for content you want to write or paste directly.
Click "Add Document" within your connector. Give it a clear title and paste or type your content.
BLEUM splits your content into searchable chunks and creates AI embeddings. This happens automatically — you don't need to do anything.
Use the "Test Query" panel to ask a question and verify the AI finds the right answer.
Writing Good Knowledge Base Content
Since your content will be spoken aloud during phone calls, keep these guidelines in mind:
- Write conversationally — Avoid formal or technical language. Write the way your best support agent would explain things.
- Include question variations — If people ask the same thing different ways, include those variations in your content for better matching.
- Keep answers concise — Long, detailed documents work, but the AI will extract the most relevant portion. Shorter, focused answers work best.
- Avoid tables and complex formatting — Plain text and simple HTML work best for voice delivery.
Dashboard Statistics
| Metric | What It Tells You |
|---|---|
| Connectors | Number of content sources you've set up. |
| Documents | Total documents across all connectors. |
| Chunks | How many searchable text segments your content has been split into. |
| Queries (7d) | How many times the knowledge base has been searched in the past week. |
Common Questions
BLEUM uses semantic search — it understands the meaning of the question, not just the keywords. When a caller asks something, the AI finds the most relevant chunks of your content based on meaning, then generates a natural answer from those chunks.
The AI falls back to the behavior you've set in Voice Experience settings. Options include a custom fallback message, attempting to generate a general response, or escalating to a human agent.