Creating and Managing a Knowledge Base

​

Overview

​

Understanding Knowledge Bases

• Provides context and facts for your voice agents
• Enables accurate answers to caller questions
• Ensures consistency across all customer interactions
• Reduces the need for call transfers
• Improves overall caller satisfaction

​

Creating a New Knowledge Base

1. Navigate to the “Knowledge” section in your AlloMia dashboard
2. Click the ”+ Create Knowledge Base” button
3. Enter a descriptive name for your knowledge base
4. Add an optional description to specify its purpose
5. Select the primary language of your documents
6. Choose the knowledge base type:
   • General: For most healthcare information needs
   • Structured: For data with clear patterns (pricing, services)
   • Conversational: Optimized for natural language questions
7. Click “Create” to generate your knowledge base

​

Organizing Knowledge Base Content

1. From your knowledge base dashboard, use these organizational features:
   • Categories: Create logical groupings for your documents
   • Tags: Add descriptive labels to make documents findable
   • Search: Use the built-in search to locate specific content
   • Filters: Narrow results by document type, date, or status
2. Best practices for organization:
   • Use consistent naming conventions
   • Create a clear category hierarchy
   • Apply multiple relevant tags to each document
   • Regularly review and update your organizational structure

​

Managing Knowledge Base Settings

1. Select your knowledge base from the dashboard
2. Click “Settings” in the left navigation panel
3. From here, you can modify:
   • General Information: Name, description, language
   • Access Controls: User and team permissions
   • Integration Settings: How the knowledge base connects to agents
   • Retrieval Settings: How information is selected and prioritized
   • Analytics Configuration: What metrics to track

​

Connecting Knowledge Bases to Voice Agents

1. Navigate to your voice agent’s configuration page
2. Select the “Knowledge” tab
3. Click “Add Knowledge Base”
4. Select your knowledge base from the dropdown
5. Configure retrieval settings:
   • Priority Level: How this knowledge base ranks against others
   • Relevance Threshold: Minimum match quality to use information
   • Context Window: How much information to include in each retrieval

​

Knowledge Base Analytics

1. From your knowledge base dashboard, click “Analytics”
2. Review key metrics:
   • Usage Rate: How often your knowledge base is accessed
   • Retrieval Success: When information was successfully found
   • Query Patterns: Common questions asked by callers
   • Knowledge Gaps: Topics where information was insufficient
   • Document Performance: Which documents are most useful

​

Best Practices for Healthcare Knowledge Bases

• Accuracy Priority: Verify all medical information for correctness
• Regular Updates: Schedule periodic reviews of all content
• Clinical Oversight: Involve healthcare professionals in content review
• Patient-Centered Organization: Structure around common patient questions
• Compliance Focus: Ensure all content adheres to healthcare regulations
• Clarity and Simplicity: Use plain language whenever possible
• Comprehensive Coverage: Address both common and edge-case scenarios

​

Troubleshooting Knowledge Base Issues

• Verify document formatting is compatible with the system
• Check that documents contain relevant, high-quality information
• Ensure proper language settings match your documents
• Review access permissions if information isn’t being retrieved
• Test with different query formulations to identify retrieval patterns
• Contact AlloMia support for persistent knowledge base issues