# Knowledge Base for AI Voice Agents

> Build a RAG-powered knowledge base to give your voice agents access to company documents, FAQs, product info, and website content

Source: https://edesy.in/docs/voice-agent/knowledge-base

Give your AI voice agents instant access to company information using RAG (Retrieval-Augmented Generation). Upload documents, crawl websites, and let your agents answer questions with accurate, up-to-date information.

> **Get started:** [Open the Knowledge Base](https://voice-agent.edesy.in/knowledge-base) in the Edesy Platform to create your first knowledge base.

## Why Use a Knowledge Base?

Without a knowledge base, your AI agent only knows what's in its training data. With a knowledge base:

| Without Knowledge Base | With Knowledge Base |
|------------------------|---------------------|
| Generic responses | Company-specific answers |
| Outdated information | Real-time updated content |
| Can't answer product questions | Accurate product details |
| No access to policies | Instant policy lookup |

## Key Features

- **Multiple Content Sources**: Upload files (PDF, DOCX, TXT) or crawl websites
- **Automatic Processing**: Documents are chunked, embedded, and indexed automatically
- **Semantic Search**: Find relevant information based on meaning, not just keywords
- **Real-time Updates**: Add or update documents anytime
- **Multi-Agent Support**: Share one knowledge base across multiple agents
- **Retry Failed Documents**: Automatic error detection with one-click retry

## How It Works

```
┌─────────────────────────────────────────────────────────────────┐
│                    Knowledge Base Flow                          │
├─────────────────────────────────────────────────────────────────┤
│                                                                 │
│   Content Sources                    Processing Pipeline        │
│   ├── PDF/DOCX Upload ─────┐                                    │
│   ├── Website Crawl ───────┼──► Chunking ──► Embedding ──► Index│
│   └── Sitemap Import ──────┘                                    │
│                                           │                     │
│                                           ▼                     │
│   User Call ──► Agent ──► RAG Query ──► Vector Search          │
│                   │              │              │               │
│                   ▼              ▼              ▼               │
│              Response ◄── LLM ◄── Top K Chunks Retrieved       │
│                                                                 │
└─────────────────────────────────────────────────────────────────┘
```

## Content Sources

### File Uploads

Upload documents directly from your computer:

| Format | Best For |
|--------|----------|
| PDF | Product manuals, policies, reports |
| DOCX | Training materials, guides |
| TXT | FAQs, plain text content |
| Markdown | Structured documentation |
| CSV | Tabular data, product catalogs |

[Learn more about file uploads →](https://edesy.in/docs/voice-agent/knowledge-base/uploading-documents)

### Web Crawling

Import content directly from websites:

| Method | Use Case |
|--------|----------|
| Single URL | Specific pages (pricing, FAQ) |
| Sitemap | Entire website or section |

[Learn more about web crawling →](https://edesy.in/docs/voice-agent/knowledge-base/web-crawling)

## Getting Started

### Step 1: Create a Knowledge Base

1. Go to **Knowledge Base** in the sidebar
2. Click **New Knowledge Base**
3. Enter a name (e.g., "Product Documentation")
4. Add an optional description
5. Click **Create**

### Step 2: Add Content

Choose your content source:

**Option A: Upload Files**
1. Click **Upload Documents**
2. Drag and drop files or click to browse
3. Wait for processing to complete

**Option B: Crawl Website**
1. Click **Add Web Content**
2. Enter a URL or sitemap
3. Select pages to import
4. Start crawling

### Step 3: Link to Agent

1. Open your [Agent Settings](https://voice-agent.edesy.in/agents)
2. Find **Knowledge Base** section
3. Select your knowledge base
4. Configure RAG settings (topK, minScore)
5. Save changes

[Learn more about RAG integration →](https://edesy.in/docs/voice-agent/knowledge-base/rag-integration)

## Document Status

Each document shows its processing status:

| Status | Icon | Meaning | Action |
|--------|------|---------|--------|
| **Pending** | Clock | Queued for processing | Wait |
| **Processing** | Spinner | Currently being processed | Wait |
| **Completed** | Checkmark | Ready for retrieval | None |
| **Failed** | X | Processing error | Retry |
| **Stuck** | Warning | Processing timeout | Retry |

Having issues? See [Troubleshooting →](https://edesy.in/docs/voice-agent/knowledge-base/troubleshooting)

## Best Practices

### Content Organization

- **One topic per document**: Improves retrieval accuracy
- **Clear headings**: Helps with chunking
- **Descriptive names**: `return-policy-2024.pdf` not `doc1.pdf`

### Content Quality

**Ideal for Knowledge Base:**
- Product specifications and manuals
- FAQ documents
- Policy documents (returns, shipping, privacy)
- Training materials
- Process guides
- Pricing information

**Not Recommended:**
- Scanned images without OCR
- Documents with complex tables/charts
- Very long documents (>50 pages) - split them up
- Frequently changing content (use web crawling instead)

### Performance Tips

- Keep documents focused and concise
- Update content regularly
- Remove outdated documents
- Monitor RAG performance in call transcripts

## Use Cases

### Customer Support

Upload your FAQ, return policy, and troubleshooting guides. Your agent can instantly answer:
- "What's your return policy?"
- "How do I track my order?"
- "What payment methods do you accept?"

### Sales

Import product catalogs, pricing sheets, and competitor comparisons:
- "What's the difference between Pro and Enterprise?"
- "Do you offer volume discounts?"
- "What's included in the warranty?"

### HR & Internal

Employee handbooks, benefits information, IT policies:
- "How many vacation days do I have?"
- "What's the process for expense reimbursement?"
- "How do I reset my password?"

## Limits & Quotas

| Resource | Limit |
|----------|-------|
| Max file size | 50 MB |
| Max files per KB | 100 |
| Max pages per crawl | 50 |
| Supported formats | PDF, DOCX, TXT, MD, CSV |

## Next Steps

- [Upload Files (PDF, DOCX)](https://edesy.in/docs/voice-agent/knowledge-base/uploading-documents) - Import documents from your computer
- [Web Crawling](https://edesy.in/docs/voice-agent/knowledge-base/web-crawling) - Import content from websites
- [Document Processing](https://edesy.in/docs/voice-agent/knowledge-base/document-processing) - Understand how documents are indexed
- [RAG Integration](https://edesy.in/docs/voice-agent/knowledge-base/rag-integration) - Configure retrieval for your agent
- [Troubleshooting](https://edesy.in/docs/voice-agent/knowledge-base/troubleshooting) - Fix common issues

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**Ready to build your knowledge base?** [Open the Edesy Platform](https://voice-agent.edesy.in/knowledge-base) to get started.