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What is a Knowledge Base?

A Knowledge Base in Oration AI is a centralized collection of documents, FAQs, product information, and other resources that your agents use to answer customer questions accurately and consistently. Think of it as your agent’s personal library—always available, always up-to-date.

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How Knowledge Bases Work

When a customer asks a question, your agent searches the connected Knowledge Bases to find the most relevant information. This ensures that responses are always based on the latest and most accurate data you provide. You can create multiple Knowledge Bases for different teams, products, or use cases. Each Knowledge Base can contain one or more documents, and you can update them at any time.

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Creating and Managing Knowledge Bases

Post Call Analysis
  1. Create a Knowledge Base:
    In the Oration AI dashboard, go to the Knowledge Bases section and click Create Knowledge Base. Give it a descriptive name (e.g., “Sales”, “Product Catalogue”, “Company FAQs”).
  2. Add Documents:
    Upload documents, paste text, or import content relevant to your business. Each document can be updated or replaced as your information changes.
  3. Organize and Manage:
    Group related documents together, assign owners, and keep your Knowledge Base organized for easy access and maintenance.
  4. Connect to Agents:
    Assign one or more Knowledge Bases to your agents. When a customer interacts with an agent, it will use the connected Knowledge Bases to answer questions.See video below.
Post Call Analysis

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Best Practices

  • Keep it current: Regularly update your Knowledge Bases to ensure agents always provide accurate information.
  • Be specific: Use clear titles and organize documents by topic for faster search and retrieval.

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Example Use Cases

  • Sales: Equip your sales agents with up-to-date product specs, pricing, and objection handling.
  • Support: Provide troubleshooting guides and company policies for customer support agents.
  • Internal FAQs: Centralize answers to common employee or customer questions.

Getting Started with Knowledge Bases

Learn how to create and organize your first Knowledge Base.

Agent Integration

Connect Knowledge Bases to your agents for smarter conversations.
Need more help? Reach out to our team at developers@oration.ai