Knowledge base for the calling agent

The agent answers candidates' questions only from your knowledge base. On a call it uses the role's own knowledge first, then the drive's, then your organization's (which is used on every call). The role description and requirements are included automatically. Salaries, benefits and dates are shared exactly as written.

When the answer is not there, the agent never says it does not know: it tells the candidate, warmly, that the team will take them through it in the next steps, adds anything related the knowledge base does say, then carries on. The question is noted and lands in Unanswered questions. It answers as many questions as the candidate has; calls get extra time for this.

The page has five tabs: Organization, Drives (when your organization uses drives), Roles, Unanswered questions and Test the agent.

• Work on the Organization tab for every call, the Drives tab for the roles of one drive, or the Roles tab for one role. When two of them answer the same topic, the role's answer comes first, then the drive's.
• Upload a document: PDF, Word or text, up to 15 MB. The text is extracted for you to review and edit; the file itself is not kept. Scanned PDFs are read by AI.
• Add a question & answer or Add a note.
• Switch any entry between Used on calls and Not used.

Knowledge is refreshed right before each call. Very long knowledge is condensed into a fact sheet that keeps every figure.

The Unanswered questions tab groups what candidates asked that the agent could not answer, with the role, how often it came up and a link to the call. Answer it for this role or every role and it becomes a Q&A, or Dismiss it.

On Test the agent, pick a role and ask a question. You see whether it would be answered from the knowledge base, and What the agent receives, the exact text it is given.