Knowledge
Knowledge holds the documents the AI compares each call with: the sales script, the cancellation protocol, the returns policy, the current offers. Without them, a criterion such as “offers the correct promotion” cannot be checked, because the AI does not know which promotion is the correct one.
Add a document
Section titled “Add a document”There are two ways:
- Upload document. It accepts PDF, Word (
.docx) and text files (.txt,.md,.csv). You can upload several at once. - Paste text. For something short that you do not have in a file: write a title, paste the content and choose the collection.
Caller reads the document on its own. The status goes from Queued to Reading and, when it finishes, to Ready. From then on, the document can be used.
If it cannot be read
Section titled “If it cannot be read”| Message | What to do |
|---|---|
| This kind of file cannot be read | Convert it to PDF, Word (.docx) or text. Old .doc files are not supported. |
| It has no text to read | This is usually a scanned PDF, which is an image inside. Run text recognition (OCR) on it and upload it again. |
| It is too long | A document can hold up to 300,000 characters, about 150 pages. Split it into parts. |
A document is only useful if a criterion consults it
Section titled “A document is only useful if a criterion consults it”Uploading a document changes nothing by itself. For it to count, open the template, go to the criterion that should rely on it and add it under Documents it can consult.
The Used by column in the list says which templates consult each document. A ready document that no template uses appears as Not used. The Cited in 30 days column counts the calls from the last month in which the AI relied on it.
Collections
Section titled “Collections”Collections are folders: they are for organizing documents and nothing else. They do not change what the AI consults. If you do not choose another one, a document goes to General, and when you delete a collection its documents move there.
From procedure to template
Section titled “From procedure to template”When you upload a document that describes steps the agent must follow, Caller detects them and offers to turn them into criteria. Click Create a template with these steps and the editor opens with one criterion per step, ready for you to review.
It is a proposal, not a finished template. Go over the wording of each criterion, the points and which criteria are mandatory before you create it.
Check what the AI finds
Section titled “Check what the AI finds”In Check what the AI finds, write a question the way an agent would ask it:
What is offered to a customer of more than 2 years who asks to cancel?
Caller shows the paragraphs it would use to answer, marked Closely related or Related. If the answer is “No document talks about this”, you know what still needs to be uploaded, or which document is written in a way that keeps it from being found.
What the AI could not consult
Section titled “What the AI could not consult”This section lists the topics your customers call about that no document covers, with the number of calls affected in the last 30 days. It is the list of what to document next.
Edit, move and delete
Section titled “Edit, move and delete”From each document’s menu:
- See the text shows what Caller read from the file. If the text comes out wrong, the problem is in the file: fix it and upload it again.
- Edit changes a pasted document. Documents uploaded as files are changed by uploading the file again.
- Move to moves it to another collection.
- Read again has Caller read the document again.
- Delete removes it. The criteria that consulted it stop doing so, and calls already scored keep their results.