Help your AI receptionist answer everyday questions using information your business has approved. Bring services, policies, website content and FAQs into a managed knowledge base, with a clear route to staff when an enquiry needs more.
An AI knowledge base is a collection of business information the assistant can search when a caller asks a question. For your AI receptionist, it provides the details behind useful answers about your services and the way you work.
We help organise the material you approve: service descriptions, opening arrangements, locations, FAQs, published policies and agreed pricing information. You decide which sources belong in the knowledge base and which topics should go to a person.
This works best with clear, current answers. A short, agreed explanation of a service is often more useful than several documents with different prices or conditions. For a practical preparation guide, read our article on building an AI receptionist knowledge base.
When the caller asks a question, a configured knowledge search looks for relevant material from the source set attached to your project. The assistant uses that context alongside its instructions to form an answer suited to the conversation.
A caller might ask whether you offer a particular service, what they need to bring or how an enquiry is handled. The knowledge base supplies the agreed information; your call instructions define how the receptionist explains it and when staff should take over.
Retrieval helps ground answers in your material, but it does not make every answer correct. We check representative questions, unusual phrasing and gaps before activation, then use staff feedback to improve the source information and instructions.
Choose who owns the information and how changes reach the AiDial team. When a service, fee, location or policy changes, provide the revised source and identify the wording it replaces. Conflicting and retired information should be removed from the approved set.
We prepare the knowledge refresh for the relevant project and check the resulting answers. Editing your website alone should not be treated as confirmation that the live receptionist has received the update; the agreed refresh process still needs to run and be verified.
Regular reviews can draw on staff feedback and eligible call transcripts to find missing answers. Caller statements are not automatically accepted as new business policy. Updates stay under your business’s approval process.
Some questions need judgement, a personalised quote or information that has not been approved. We configure instructions for these situations so the receptionist can explain its limits and offer an appropriate next step.
Depending on your workflow, it can collect the enquiry for follow-up or attempt a staff handover to an approved destination. Availability, transfer rules and the details to collect are agreed for your project. A transfer attempt does not guarantee that a staff member will answer.
For example, a fictional caller asking about a service outside your published area could be offered a staff review rather than a made-up coverage promise. Testing these questions helps you check both the answer boundaries and the handover experience.
Your knowledge base explains how the business works. Current appointment availability, a customer account balance or a booking confirmation needs a separately configured connection to the relevant system. A service description cannot confirm a live transaction.
Where supported and configured, AiDial integrations can support those next steps alongside the knowledge base. We check the required connection, access and action rules before describing a workflow as ready.
Start with a manageable set of common questions, the sources behind them and the situations that should reach staff. We can then scope the source preparation, call instructions, update process and checks for your AiDial platform setup.
An AI knowledge base is a collection of approved information that an assistant can search to help answer questions. For AiDial business calls, it can provide context about your services, policies, locations and FAQs alongside the receptionist's call instructions.
Start with approved service descriptions, FAQs, website content, relevant policies, opening arrangements and agreed pricing information. We review the source set and preparation needs with you. Only include information suitable for the callers and workflow the assistant will handle.
Reviewed website content can be used as a source. We agree which pages are relevant and how their information will be prepared and refreshed. A website edit is not proof that the live knowledge base has already been updated.
Your website and documents can remain the original sources. The knowledge base prepares selected information for use during calls. Assign an owner for each source so that changes can be reviewed and conflicting versions resolved.
Configured retrieval searches the material attached to your project for relevant context. The assistant uses that context with its instructions to answer the caller. Retrieval settings and call behaviour are checked as part of the project setup.
No. Answer quality depends on the source information, retrieval, instructions and the caller's question. Representative testing and regular review help find mistakes and gaps. Questions that require judgement or unsupported information should have an agreed staff route.
It can use approved pricing information where that is in scope. Keep fees, conditions and exclusions current, and decide which quotes need staff assessment. It should not treat a general price example as a personalised or confirmed quote.
This page describes business knowledge used within AiDial's configured call workflows. It does not offer a standalone internal wiki, unrestricted web-search assistant or general document-upload service.
Provide revised approved information through your agreed update process, identifying what changed and what should be removed. The relevant project's knowledge is refreshed and checked before the update is treated as ready for live calls.
Caller statements should not become business facts automatically. Staff can review feedback and eligible call records to identify missing information, then approve changes to the sources or call instructions through the agreed maintenance process.
We configure a response for questions outside the approved information, such as collecting details for follow-up or attempting an approved staff transfer. The exact behaviour depends on your instructions, routing setup and staff availability, and should be tested.
Knowledge retrieval is explicitly scoped to the configured project through its selected source storage or project filter. Decide which source set belongs to each receptionist workflow and verify that attachment during setup and updates.
Reference information can explain your booking process, but current availability needs a supported, configured connection to your scheduling system. A knowledge-base answer alone does not check a calendar or create a confirmed appointment.
Review what is appropriate for the caller-facing assistant before including it. Project scoping separates configured retrieval, but it does not decide which details your callers should hear. Source selection and answer instructions need to reflect your access and disclosure requirements.
Use common questions, different wording, changed prices or policies, conflicting information and questions with no approved answer. Check both the spoken response and the agreed follow-up or handover path, then correct the sources or instructions where needed.
Bring your common caller questions, approved source material, information owner, update process and staff escalation rules. The AiDial team can then assess the knowledge preparation and any separate integrations needed for your call workflow.
Tell us what callers ask, which information you have approved and when your staff should take over. We will help you scope the sources, maintenance process and call checks.
