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Overview

Effectively connecting your knowledge base to your voice agents ensures that callers receive accurate, up-to-date information. This guide explains how to establish and maintain the connection between your knowledge base and voice agents in AlloMia.

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Understanding Knowledge Base Integration

When a knowledge base is connected to a voice agent:
  • The agent can search and retrieve information during calls
  • Responses become more accurate and specific
  • The agent can answer a wider range of questions
  • Information stays consistent across all agent interactions
  • Updates to the knowledge base are automatically reflected in calls

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Connecting a Knowledge Base to a Voice Agent

To link your knowledge base to a voice agent:
  1. Navigate to your voice agent’s configuration page
  2. Select the “Knowledge” tab
  3. Click “Add Knowledge Base”
  4. From the dropdown, select the knowledge base you want to connect
  5. Configure integration settings:
    • Priority Level: If multiple knowledge bases are connected, set their relative importance
    • Retrieval Settings: How the agent should search and use the knowledge
    • Content Filters: Which categories or tags to include/exclude
  6. Click “Save” to establish the connection

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Multiple Knowledge Base Management

For agents with access to multiple knowledge bases:
  1. In the agent’s “Knowledge” tab, you can:
    • Add multiple knowledge bases in order of priority
    • Set different retrieval settings for each knowledge base
    • Configure when each knowledge base should be used
  2. Configure how the agent handles conflicting information:
    • Priority order (higher-ranked knowledge bases override lower ones)
    • Recency (newer information takes precedence)
    • Confidence-based (higher relevance scores win)

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Knowledge Base Sync Settings

Control how updates propagate to your agents:
  1. In your knowledge base settings, navigate to “Agent Sync”
  2. Configure:
    • Sync Frequency: How often agents check for updates
    • Update Notifications: Whether agents announce major content changes
    • Version Control: Which version of documents agents should use
    • Emergency Updates: Forced immediate sync for critical information

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Testing Knowledge Base Integration

Verify your integration is working correctly:
  1. Use the “Speak with Agent” feature in your agent’s dashboard
  2. Test questions that should retrieve information from your knowledge base
  3. Verify that:
    • The agent finds the correct information
    • Responses include relevant knowledge base content
    • The agent correctly cites or attributes information
    • Information is presented in a conversational manner

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Monitoring Knowledge Base Usage

Track how your knowledge base is being used:
  1. Navigate to “Analytics” in your knowledge base dashboard
  2. Under “Agent Usage,” review:
    • Which agents are accessing this knowledge base
    • What questions are triggering knowledge retrievals
    • Which documents are most frequently accessed
    • Success rates for information retrieval
    • Agent performance with and without knowledge base access

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Troubleshooting Integration Issues

If your agent isn’t effectively using your knowledge base:
  1. Check connection status in the agent’s “Knowledge” tab
  2. Verify that the knowledge base contains relevant information
  3. Review retrieval settings for overly restrictive parameters
  4. Test knowledge base search directly to confirm content is retrievable
  5. Check for formatting issues that might affect retrieval
  6. Verify that sync settings are correctly configured

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Best Practices for Healthcare Knowledge Integration

  • Start Focused: Begin with one well-structured knowledge base before adding multiple sources
  • Test Thoroughly: Verify retrieval across various healthcare topics
  • Monitor Performance: Regularly review how knowledge affects call outcomes
  • Maintain Clinical Accuracy: Ensure medical information remains precise and current
  • Balance Completeness and Conciseness: Provide enough detail without overwhelming the agent
  • Establish Clear Ownership: Assign responsibility for maintaining the integration
  • Regular Validation: Periodically verify that agents are providing correct information

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Advanced Integration Features

Leverage these advanced capabilities:

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Contextual Retrieval

Configure your agent to use conversation context for better knowledge retrieval:
  1. In the agent’s “Knowledge” tab, enable “Contextual Search”
  2. This allows the agent to:
    • Consider previous questions when searching for information
    • Understand follow-up questions in context
    • Build on earlier information provided in the same call

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Specialized Knowledge Triggers

Set up specific triggers for knowledge base access:
  1. In the agent’s “Assistant” tab, under “System Prompt”
  2. Add instructions for when to specifically check the knowledge base
  3. This helps the agent know when to prioritize knowledge retrieval

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Knowledge-Based Call Routing

Use knowledge base content to determine call handling:
  1. Configure “Knowledge-Based Routing” in your agent settings
  2. This allows the system to:
    • Transfer calls based on identified topics
    • Prioritize calls about specific subjects
    • Match callers with the most appropriate information sources