Knowledge Base
Give your AI agent your business information so it can answer callers' questions accurately.
What is the Knowledge Base?
The Knowledge Base is what your AI agent can answer callers from: your website, your Zendesk Help Center, and documents you add yourself. Each of these is a source of knowledge. When a caller asks a question your procedures don't cover, the agent looks the answer up in your live sources and answers in its own words, saying only what your pages say.
For example, if a caller asks "What's your return policy?" and your return policy is in one of your sources, the agent finds it and answers the question naturally in the conversation.
What You Can Do
Add sources
Add your website, your Zendesk Help Center, or documents such as FAQs, policies and product information.
Review before callers hear it
A new website or Zendesk source waits for your review. Nothing from it reaches callers until you go live.
Try it
Ask a question a caller might ask and see exactly what your agent would say, and where the answer came from.
Turn it on or off
One switch decides whether your agent answers callers' questions from your knowledge.
Adding a Document
In the Knowledge section, open Sources and press "Add source", then choose a document.
Give it a clear title, paste or type its text, and add a link to where it lives if it has one.
BLEUM splits the text into passages your agent can search. A document you add yourself is live as soon as that is done, a moment later: you wrote it, so there is no review.
Ask a question the document answers and see what your agent would say.
To add your website or your Zendesk Help Center, see Knowledge Connectors.
Writing Good 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 agent uses only the most relevant part. Shorter, focused answers work best.
- Avoid tables and complex formatting — Plain text works best for voice.
Try It
On the Try it page, type a question a caller might ask, choose whether the caller is in one of your procedures, and see:
- What the caller would hear, as your agent would say it;
- How it got there: which page of which source answered, or that nothing matched;
- Whether the answer says only what the page says, and the passages it used;
- What your agent would offer if the answer didn't help.
Turning Knowledge On or Off
The Knowledge section's Settings page has one switch: whether your agent answers callers' questions from your knowledge. While it is off, callers' questions are never looked up, whatever your sources hold (Try it can still show what they would hear once it is on). Below the switch, one sentence for each place a caller can be says when knowledge is used there. Only an admin can change it.
Common Questions
BLEUM uses semantic search — it understands the meaning of the question, not just the keywords. When a caller asks something, the agent finds the passages of your content closest in meaning, answers from them, and checks that the answer says only what they say. An answer that says more is not spoken.
Your agent says it doesn't know rather than guess, and then offers what you have set up: asking one of your experts during the call, or putting the caller through to a person. Whether your agent answers from your knowledge at all is the switch on the Knowledge section's Settings page (it moved there from the Flow Builder page).
Check that knowledge is switched on, that the source is live rather than waiting for review or paused, and that the page isn't excluded. Then ask the question on the Try it page, which says how it got its answer.