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How to prepare a knowledge base for your AI voice agent

InfiVoice ยท 2026-11-14

A voice agent is only as useful as the answers it can draw on. A short, clear knowledge base turns a friendly greeting into a call that actually solves something.

Step 1. Start from the questions callers really ask

Go through your voicemails, inbox and call notes. List the twenty questions you hear most: hours, prices, location, how booking works, what to bring, cancellation rules. Build the knowledge base around those first.

Step 2. Write for the ear, not the eye

Callers cannot scroll. Use short sentences, plain words and one idea per answer. Spell out times and prices the way you would say them aloud. Skip long tables and legal paragraphs.

Step 3. Put the answer first

Open each entry with the direct answer, then add one line of detail. If the answer depends on something, say what it depends on, so the agent can ask the caller a follow-up question.

Step 4. Mark what the agent should not answer

Decide which topics always go to a person, such as complaints, quotes that need an inspection or anything urgent. Write that rule into the knowledge base and the call flow so the handoff is consistent.

Step 5. Test it with real phrasing

Call and ask each question in your own words, then in someone else's. If the agent misses, add the phrasing a caller used or rewrite the entry more simply.

Step 6. Keep it current

Prices, hours and policies change. Pick one owner and review the knowledge base on a regular schedule, and after every call where the agent could not answer.

What it costs to get started

InfiVoice bills in credits, and one credit equals 60 seconds of call time. The Free plan includes 100 credits, enough to test your knowledge base with real calls. Pro costs $79 per month with 250 credits.

Frequently asked questions

How long should the knowledge base be?

Long enough to cover your common questions and short enough that each answer is clear. Start small and grow it from real calls.

What if the agent does not know the answer?

It should say so plainly and offer to take a message or transfer the call. Add the missing answer afterwards.

Can I update it after launch?

Yes. Reviewing transcripts is the quickest way to see what to add next.

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