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DocumentationVoice AgentKnowledge Base Setup

Knowledge Base Setup

Your voice agent’s knowledge base is where you store all the information it needs to answer customer questions—from pricing and services to FAQs and company policies.

Think of it as: Training materials for your AI receptionist.

Why Knowledge Base Matters

Without a knowledge base:

  • AI can only confirm appointments
  • Can’t answer “How much will this cost?”
  • Can’t answer “Do you service my area?”
  • Transfers every question to you

With a knowledge base:

  • AI quotes pricing from your approved price list
  • Answers common FAQs automatically
  • Provides service details
  • Only transfers complex/unusual questions

Result: 70-80% of calls end without needing human intervention.

What to Include in Your Knowledge Base

1. Services Offered

List all services you provide with clear descriptions:

Example:

Garage Door Services

Spring Replacement
- Single door: $200
- Double door: $250
- Emergency service: Add $100

Roller Replacement
- Per roller: $25
- Full set (typically 10-12 rollers): $150-$180

Garage Door Opener Installation
- Standard belt drive: $350
- Chain drive: $300
- Smart opener with WiFi: $450

Full Tune-Up & Maintenance
- Includes: Lubrication, spring tension adjustment, safety inspection
- Price: $99

2. Pricing Information

How to structure pricing:

Option A: Fixed Pricing

AC Tune-Up: $89
Furnace Inspection: $79
Duct Cleaning: $299

Option B: Price Ranges

Water Heater Repair: $150-$400 depending on issue
Drain Cleaning: $100-$250 based on severity

Option C: Starting Prices

Kitchen Sink Installation: Starting at $200
Bathroom Remodel: Starting at $3,000

Best practice: If you offer free on-site estimates for complex work, include that:
“We offer free on-site estimates for major installations. The technician will provide exact pricing during the visit.”

3. Service Area

Help AI determine if you service the customer’s location:

We service the following areas:

Los Angeles County:
- Pasadena
- Glendale
- Burbank
- Arcadia
- Altadena
- La Cañada Flintridge

We do NOT service:
- Areas beyond 25 miles from Pasadena
- Downtown LA
- South Bay cities

4. FAQs

Common questions customers ask:

Availability:

Q: Do you offer same-day service?
A: Yes, for emergency repairs we often have same-day availability. Regular appointments are usually within 2-3 days.

Service Policies:

Q: Do you charge for estimates?
A: Residential estimates are free. Commercial estimates may have a $50 fee, credited toward the job if you book with us.

Parts & Supplies:

Q: Do I need to buy the parts or do you provide them?
A: We supply all parts and materials. Prices quoted include parts and labor.

Payment:

Q: What payment methods do you accept?
A: We accept cash, check, Visa, Mastercard, Discover, and American Express.

Warranties:

Q: Do you offer warranties?
A: Yes. Labor is warranted for 1 year. Parts carry manufacturer warranties (typically 1-5 years).

5. Company Policies

Business hours:

Monday - Friday: 8 AM - 6 PM
Saturday: 9 AM - 3 PM
Sunday: Closed (emergency calls only)

Emergency service:

24/7 emergency service available.
Emergency service fee: $199 (waived if job exceeds $500)

Service calls:

Standard service call: $89 (covers diagnosis and minor adjustments)
Service call fee is waived if you proceed with repair over $200.

How to Add Content to Knowledge Base

Create Your Knowledge Document

Choose your format:

  • Plain text file (.txt) - Simplest
  • PDF - If you have existing price sheets
  • Word document (.docx) - Easy to edit

Recommended structure:

---- SERVICES ----

Garage Door Spring Replacement
Single door: $200
Double door: $250

Garage Door Opener Installation
Belt drive: $350
Chain drive: $300

---- PRICING POLICIES ----

Free on-site estimates for major installations
Service call fee: $89 (waived with repair over $200)

---- SERVICE AREA ----

We service: Pasadena, Glendale, Burbank, Arcadia
We do NOT service: Downtown LA, Long Beach

---- FAQs ----

Q: Do you offer same-day service?
A: Yes for emergencies...

Upload to Your Voice Agent

  1. Go to Voice Agent → Edit Agent
  2. Scroll to “Knowledge Base” section
  3. Click “Upload Files”
  4. Select your document(s)
  5. Wait for processing (30-60 seconds)
  6. Click “Save Agent”

Test the Knowledge Base

Make a test call and ask:

  • “How much does X cost?”
  • “Do you service [CITY]?”
  • “Do you offer same-day service?”

Verify the AI answers correctly using your knowledge base.

Iterate and Improve

After reviewing real calls:

  • Add answers to questions the AI couldn’t answer
  • Clarify confusing pricing
  • Expand service descriptions

Formatting Best Practices

✅ Do This

Be specific with prices:

✅ Garage door spring replacement: $200 for single door, $250 for double door
❌ Garage door spring replacement: Variable pricing

Use clear section headers:

✅ 
---- SERVICES ----
[content]

---- PRICING ----
[content]

❌ All text in one paragraph

Provide context:

✅ Standard service call: $89. This includes diagnostics and minor adjustments. Fee is waived if repair exceeds $200.

❌ Service call: $89

❌ Avoid ThisDon’t include outdated info:

❌ "Call us at 555-1234 to schedule"
✅ "AI can schedule appointments directly"

Don’t make promises the AI can’t keep:

❌ "We'll beat any competitor's price"
✅ "We offer competitive pricing on all services"

Don’t use vague language:

❌ "Prices vary depending on the job"
✅ "Water heater installation: $800-$1,200 depending on tank size (40-50 gallon)"

Advanced: Custom Rules

Beyond basic knowledge base files, you can add Custom Rules for specific behaviors:

Example custom rules:

1. Emergency Service Rule
If customer mentions "emergency", "urgent", or "ASAP":
- Mark appointment as URGENT
- Offer same-day availability if possible
- Add emergency service fee to quoted price

2. Part Supply Rule
For repair services, ask: "Do you have the part or do you need us to supply it?"
- If customer has part: Quote labor-only price
- If we supply part: Quote full price

3. Service Area Rule
If customer's zip code is outside [LIST OF ZIP CODES]:
- Say: "We typically don't service that area, but let me have someone call you to confirm."
- Take message instead of booking appointment

4. Senior Discount Rule
If customer mentions they're a senior:
- Apply 10% discount to quoted price
- Mention: "We offer a 10% senior discount!"

To add custom rules:

  1. Go to Voice Agent → Edit Agent
  2. Scroll to “Additional Rules” section
  3. Click “Add Rule”
  4. Enter rule description
  5. Save

Knowledge Base Examples by Industry

HVAC Company

---- SERVICES ----

AC Tune-Up
Includes: Filter change, coil cleaning, refrigerant check, safety inspection
Price: $89

AC Repair
Service call: $89 (diagnostics)
Repairs: $150-$500 depending on issue

AC Installation
2-ton unit: Starting at $3,500
3-ton unit: Starting at $4,200
4-ton unit: Starting at $5,000

Furnace Services
Tune-up: $79
Repair: $150-$400
Installation: Starting at $2,500

---- SERVICE AREA ----
[List areas]

---- FAQs ----
Q: Do you offer emergency service?
A: Yes, 24/7. Emergency fee is $199.

Q: How long does an AC installation take?
A: Typically 6-8 hours for a standard replacement.

Plumbing Company

---- SERVICES ----

Drain Cleaning
Kitchen sink: $100-$150
Main line: $200-$300
Hydro-jetting: $350-$500

Water Heater
Repair: $150-$400
Installation (40 gal): $800-$1,000
Installation (50 gal): $1,000-$1,200

Leak Repair
Faucet leak: $100-$200
Pipe leak: $150-$500
Slab leak: Starting at $1,500

---- POLICIES ----
Service call: $89 (includes diagnostics)
Free estimates for major installations
We supply all parts and materials

---- PAYMENT ----
Cash, check, all major credit cards
Financing available for jobs over $500

Garage Door Company

---- SERVICES ----

Spring Replacement
Single door: $200
Double door: $250
Both springs (preventive): $280

Opener Installation
Belt drive: $350
Chain drive: $300
Smart opener: $450

Full Door Installation
Single car (8x7): Starting at $800
Double car (16x7): Starting at $1,200
Custom sizes: Call for quote

---- SERVICE AREA ----
We service all of Los Angeles County within 25 miles of Pasadena

---- EMERGENCY SERVICE ----
Available 24/7 for broken springs and jammed doors
Emergency fee: $100 added to standard pricing

Updating Your Knowledge Base

When to Update

Add new services: When you start offering new services, add them immediately.

Price changes: Update pricing quarterly or as needed. Old prices = customer frustration.

Seasonal info: Add seasonal notes:

Note: During winter months (Nov-Feb), furnace service typically has 3-5 day lead time due to high demand. AC service is available same-day.

Common questions: Review call logs monthly. If AI says “I don’t have that information” frequently, add it to knowledge base.

How to Edit

  1. Go to Voice Agent → Edit Agent → Knowledge Base
  2. Option A: Upload new version of document (overwrites old one)
  3. Option B: Click “Edit” next to existing file and update text
  4. Save changes
  5. Test with a call to verify

Troubleshooting

AI isn’t using knowledge base

Check:

  • ✅ File uploaded successfully (check Knowledge Base section)
  • ✅ File is in supported format (.txt, .pdf, .docx)
  • ✅ File size under 10MB
  • ✅ Text is clear and readable (not blurry PDF scan)

Try:

  • Simplify formatting (remove tables, use plain text)
  • Break into smaller files by topic
  • Test specific questions to see if AI finds answers

AI quotes wrong price

Causes:

  • Multiple conflicting prices in knowledge base
  • Price formatting is confusing

Solution:

  • Review knowledge base for duplicates
  • Use clear format: “Spring replacement: $200”
  • Test and iterate

AI says “I don’t have that information”

Causes:

  • Question uses different wording than knowledge base
  • Info not in knowledge base

Solution:

  • Add the specific question to FAQs section
  • Use variations: “Q: How much will this cost? / What’s the price? / Cost?”

Best Practices Summary

✅ Do

  • Keep info current (review monthly)
  • Use clear, simple language
  • Include price ranges when exact prices vary
  • Add FAQs based on real customer questions
  • Test knowledge base regularly

❌ Don’t

  • Upload outdated price lists
  • Make promises AI can’t fulfill
  • Use vague language (“prices vary”)
  • Include irrelevant marketing copy
  • Forget to update after changes

Next Steps

  1. Create your knowledge base document - Download template
  2. Upload to your voice agent - Takes 2 minutes
  3. Test with real questions - Make test calls
  4. Review call logs - See what questions you missed
  5. Iterate and improve - Update monthly

Need help? Contact support at support@nzleads.com for Knowledge Base setup assistance.

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