Knowledge Base

Knowledge Base

The Knowledge Base is where you upload your product documentation, pricing guides, FAQs, competitor comparisons, and training materials. Once uploaded, the AI coaching engine uses this information to give agents accurate, context-aware suggestions during live calls.

How It Works

1. You upload a document (PDF, text file, etc.)
2. The system automatically breaks it into small, searchable segments called chunks
3. Once processing is complete (status shows Ready), the content is available to the AI
4. During calls, the AI searches these chunks to find relevant product info and includes it in coaching suggestions

Think of it as giving the AI a brain full of your company's knowledge so it can help agents answer questions on the spot.

Uploading Documents

1. Click Knowledge Base in the left sidebar
2. Click Upload Document
3. Select a file from your computer
4. Choose a category:
   • Product: Product specs, feature descriptions, release notes
   • Pricing: Pricing sheets, discount policies, package comparisons
   • FAQ: Frequently asked questions and answers
   • Competitor: Competitive analysis, battle cards, comparison charts
   • Policy: Company policies, terms, compliance info
   • Training: Sales training materials, best practices, playbooks
5. Click Upload

The document will show a status of Processing while the system breaks it into chunks. Once it says Ready, it's live and available to the AI.

Managing Documents

The Knowledge Base dashboard shows three stats at the top:

• Total Documents: How many files you've uploaded
• Ready for AI: How many are processed and available to the coaching engine
• Knowledge Chunks: The total number of searchable text segments across all documents

You can search, filter by category, and delete documents you no longer need.

Best Practices

• Keep documents focused. A single document about pricing works better than a 50-page document covering everything. Smaller, focused docs produce more relevant search results.
• Update regularly. When your product or pricing changes, upload the new version and remove the old one. The AI can only coach with the info it has.
• Cover your top objections. Upload competitor comparisons and battle cards so the AI can help agents handle competitive objections with real data.
• Use all categories. The more complete your knowledge base, the more helpful the AI becomes across different call scenarios.

How Knowledge Powers AI Coaching

During a live call, when the AI detects a relevant topic (e.g., the prospect asks about pricing), it searches your Knowledge Base for the most relevant chunks and uses that information to craft a coaching suggestion.

For example, if a prospect says "How does your pricing compare to Competitor X?", the AI might suggest: "Our Professional plan includes unlimited users — Competitor X charges per seat. Emphasize the cost savings at scale."

This only works if you've uploaded the relevant pricing and competitor documents. The more complete your Knowledge Base, the better the coaching.