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Knowledge Base
A structured information repository containing all the information a voice agent needs to answer questions.
A Knowledge Base is the "memory" of a Voice AI agent. It contains business information: hours, pricing, services, return policies, and more. When a customer asks a question, the agent uses RAG to search the Knowledge Base and generate an accurate answer. A good Knowledge Base is regularly updated and contains structured, clear information. According to Zendesk, businesses with an updated Knowledge Base see a 30% improvement in FCR (Source: Zendesk, 2024).