Customer support is the backbone of any successful business. But when support teams lack immediate access to accurate information, delays in responses can frustrate customers and impact satisfaction. This is where a knowledge base becomes indispensable.

Quick resolutions drive customer satisfaction, and Retell AI’s knowledge base makes it effortless. By providing dynamic updates, AI-powered search, and seamless integration, Retell AI equips support teams to deliver accurate answers faster while enabling customers to self-serve.

With 91% of customers expecting immediate assistance and 67% preferring self-service over speaking to a representative, businesses without an efficient knowledge base risk falling behind. Retell AI helps you stay ahead, enhancing customer experiences while reducing operational strain.

What Is a Knowledge Base?

A knowledge base for an AI voice agent is a centralized repository of information that powers the agent's ability to deliver accurate, contextually relevant responses. It is the backbone of the agent’s capability to assist both customers and support teams by organizing and retrieving information efficiently.

Key Functions:

• Organize and Store Information: Structure FAQs, product details, troubleshooting guides, and more into a unified system.
• Enable AI-Powered Interactions: Provide instant and accurate responses by leveraging advanced search and retrieval algorithms.
• Streamline Support Operations: Allow both customers and support agents to quickly access needed information during interactions.

Files You Can Use to Feed the Knowledge Base

The effectiveness of an AI voice agent depends on the quality and relevance of the information it has access to. Feeding your knowledge base with the right types of files ensures your AI agent delivers accurate and timely responses. Here are some common file types and real-world examples:

• FAQs: These files help the AI instantly address common customer inquiries, reducing the workload for support agents.
• Company Information: Provides customers with essential operational details without involving human representatives.
• Product Information: Offers detailed and up-to-date information to guide customers in making informed decisions.
• Troubleshooting Guides: Helps customers independently resolve issues, reducing support requests.
• Policy Documents: Ensures customers and agents can quickly access important legal and operational information.
• Billing and Account Information: Allows customers to retrieve personal account details without involving a live agent.
• Release Notes and Updates: Keeps customers and teams informed about the latest updates and product changes.
• Customer Feedback Logs: Enhances the AI's ability to prioritize and address common customer concerns.

By uploading these types of files into your knowledge base, your AI voice agent can deliver comprehensive, accurate, and timely responses to a wide variety of customer needs.

Features of Retell AI’s Knowledge Base

Retell AI’s knowledge base is designed to make customer support seamless, efficient, and scalable. With easy setup options, real-time updates, and flexible scalability, it ensures your AI voice agent has instant access to the latest information. Transparent pricing and versatile features make it an essential tool for businesses looking to enhance customer interactions while saving time and resources.

1. Easy Setup Options

Effortlessly set up your knowledge base with multiple input methods designed for convenience and adaptability:

• Scrape from Webpages: Upload your website’s sitemap, and the system will extract relevant content automatically.
• Upload Files: Import data seamlessly with support for all common document formats, such as PDFs, Word documents, and spreadsheets.
• Manual Input: Copy and paste text for custom entries, ideal for dynamic or evolving information that doesn't fit standard formats.

2. Real-Time Updates

Stay current without lifting a finger:

• Dynamic Syncing: The knowledge base automatically updates as new information becomes available, ensuring your AI voice agent always has access to the latest content.
• Eliminating Manual Work: Reduce the time and effort spent on constant updates, letting your team focus on more strategic tasks.

3. Scalability and Flexibility

Adapt as your business grows with features designed to scale alongside your needs:

• Support for Multiple Knowledge Bases: Each workspace comes with 10 free knowledge bases, with the option to add more as needed.
• Custom Solutions for Growing Businesses: Easily expand your repository to accommodate increasing product offerings, customer FAQs, or internal resources.

4. Pricing Transparency

Enjoy clear, predictable costs with no hidden fees:

• Affordable Costs: Just $0.005 per minute of knowledge base usage and $8/month for each additional knowledge base beyond the free allocation.
• No Hidden Fees: Straightforward pricing ensures cost control, helping businesses of all sizes plan their budgets effectively.

Key Benefits of Retell AI’s Knowledge Base for Customer Support

Retell AI’s knowledge base enhances customer support by delivering faster resolutions, improving satisfaction, and boosting agent efficiency. With features like real-time updates and centralized information, it empowers teams to provide accurate, timely assistance while streamlining workflows.

Faster Customer Resolutions

Support teams have instant access to a comprehensive repository, enabling them to resolve issues quickly. Also, self-service options let customers find answers independently, reducing the need for live support.

Improved Customer Satisfaction

Companies don’t need to manually update the AI agent when information changes—Retell AI auto-syncs updates from webpages, ensuring customers always receive accurate and current responses. Faster support and precise answers build trust, reducing customer frustration and the likelihood of repeat interactions.

Enhanced Agent Efficiency

Agents spend less time searching for information, allowing them to focus on more complex, value-added tasks. Automated processes and easily accessible data reduce stress and improve overall efficiency, leading to lower burnout rates among support teams.

Retell AI’s knowledge base transforms customer support into a seamless, satisfying experience by empowering both customers and agents with the tools and information they need.

Step-by-Step Process to Add Documents to Retell AI's Knowledge Base

Step 1: Access the Knowledge Base Section

Navigate to the Retell AI dashboard. In the left-hand menu, locate and click on "Knowledge Base" (as shown in the first screenshot).

Step 2: Start Adding a New Knowledge Base

Once inside the Knowledge Base section, click on the "+" icon to add a new knowledge base (as shown in the second screenshot).

Step 3: Set Up Your Knowledge Base and Choose Your Upload Method

In the "Add Knowledge Base" popup window, enter a name for your knowledge base in the "Knowledge Base Name" field. Click the "Add" button under the "Documents" section to upload your content (as shown in the third screenshot).

A menu will appear with the following options (as shown in the fourth screenshot):

• Add Web Pages: Crawl and sync content from your website by uploading your website's URL or sitemap.
• Upload Files: Add files in supported formats (e.g., PDF, DOCX, or CSV). Ensure file sizes are less than 100MB.
• Add Text: Manually input or paste specific content for custom entries.

After adding the necessary documents, click "Save" to finalize the knowledge base setup.

Step 4: Your Knowledge Base is Ready!

The newly created knowledge base will appear in your workspace, ready for use by your AI agent.

Unlock Effortless Customer Support with Retell AI

A well-organized, dynamic knowledge bank is the foundation of efficient and scalable customer support. Retell AI makes it easier than ever to deliver exceptional service with its intuitive setup options, real-time updates, and seamless integrations. Whether you're looking to improve customer satisfaction or streamline agent productivity, Retell AI offers the tools you need to succeed—all at an affordable and transparent price point.

Don’t let outdated systems slow your business down. Retell AI ensures your support team and customers always have access to accurate, up-to-date information, empowering you to stay ahead in a competitive market.

Ready to transform your support experience? Visit Retell AI’s website to explore their knowledge base solutions, or request a demo today to see how it works for your business.

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