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How to handle questions an AI voice agent cannot answer

InfiVoice ยท 2026-11-14

No agent knows everything. What matters is what it does at that moment: guess, or say it doesn't know and move the caller forward. Set the fallback on purpose.

Step 1. Decide what the agent may answer

List the topics it can cover from your knowledge base and the ones it should never touch, such as legal advice or custom quotes.

Step 2. Tell it to admit gaps

Write a plain instruction: if the answer is not in the knowledge base, say so and do not invent one. A short honest line works better than a confident guess.

Step 3. Choose the next step

Pick one or two fallbacks. The agent can take a message, offer a callback or transfer the call to a person during business hours.

Step 4. Capture the question

Have the agent write down the exact question and the caller's contact details, so your team can answer without calling back to ask again.

Step 5. Close the loop

Read the transcripts, find the questions that triggered the fallback and add the answers to your knowledge base. The same question should not stump the agent twice.

Step 6. Test it

Call your agent and ask something outside its scope. Check that it stays calm, does not guess and offers the next step.

What it costs

InfiVoice bills in credits, and one credit equals 60 seconds of call time. The Free plan includes 100 credits. Pro costs $79 per month with 250 credits.

Frequently asked questions

What should an AI voice agent say when it does not know?

Something short and honest, followed by a clear next step such as taking a message or transferring the call.

Can the agent learn from the questions it missed?

Not on its own. Review transcripts and add the missing answers to the knowledge base.

Should the agent ever guess?

For facts like prices, hours or policies, no. Keep it to what you have given it.

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