Knowledge Base

In-depth analysis of responses (with Retrieval)

This feature allows you to evaluate the accuracy of the content provided by the agent, based on a knowledge base (internal documents: rates, terms and conditions, procedures, offers, etc.). The AI retrieves the information from the documents and then compares what the agent says to the "truth" contained in the KB (e.g., "Is the advertised Gold card price correct?").

1) Create a Knowledge Base

Access

In the left menu, go to Management → Knowledge base.

Creation

1. Click Create knowledge base (top right).
2. Please provide the following information:
   • Name : clear and user-oriented (e.g., Offers & Rates Bank Cards FR).
   • Comment: essential for guiding the AI on the exact scope of the KB.
     Example comment (to be copied):
   “This database contains rates, eligibility requirements, limits, and card options (Classic, Gold, Platinum). Use it to verify the amounts advertised and the associated conditions.”
3. Click Create.

Good practice: 1 KB = 1 consistent business area (card rates, home insurance, claims process, etc.). This improves retrieval accuracy.

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2) Add documents to the Knowledge Base

Open the KB

• Click on the newly created KB.
• Open the most recent version, then click Add Document.

Select the format

A window will open: you can either:

• Paste text (useful for short procedures, FAQs, scripts)
• Upload a PDF (prices, brochures, terms and conditions, conditions, etc.)

Fields to be completed

• Document name : explicit and dated if necessary (e.g., Card rates - Jan 2026).
• Tags : they help AI to "understand" and filter content.
  Examples of useful tags:
  • product = gold_card
  • country = FR
  • type = rates
  • version = 2026-01
  • channel = tel

Then click Upload, then activate the version using the Activate button (top right).

Best practices for documents

• Opt for short, targeted documents rather than a "catch-all" PDF.
• If your information changes frequently (prices), use a naming convention + tag. version to facilitate updates.
• If you have variants by segment (business/individual), tag them (segment=pro).

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3) Using a Knowledge Base in a Quality Monitoring item

The objective: to connect an assessment item to one or more KBs in order to analyze the content (accuracy of the response), not just the form.

Access the evaluation configuration

From a campaign, open Settings, then Configure Evaluation.

Create/open the assessment item

• Add a section and then an item.
• Give it a descriptive title (e.g., Accuracy of response - Gold card rate) and choose the scoring (OK/NOK, score, etc.).

Write the evaluation rule (in natural language)

In the rule field, write a simple and testable instruction.

Examples:

• Tariff control

“Check if the agent is quoting the correct rate for the Gold card. OK if the amount and frequency are correct, otherwise NOK.”

• Conditions/eligibility check

“Check whether the agent has indicated the correct eligibility requirements for the Gold card. OK if the requirements listed are correct, otherwise NOK.”

• Format check / mandatory information

“Check whether the agent has provided all the mandatory information (price, fees, and main conditions). OK if complete and accurate, otherwise NOK.”

Enable the use of the Knowledge Base

In the item, click Use Knowledge Base.

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4) Select the KBs and define the usage instructions

Once "Use Knowledge Base" is enabled, you can:

1. Select one or more KBs relevant (e.g., KB Rates, KB Cards, KB Terms and Conditions).
2. For each KB added, fill in a Document usage instruction.

Why is education key?

This tells the AI what to look for and how to use it in the evaluation.

Examples of instructions (simple and effective):

• For KB rates:

“Use this database to verify the amounts (monthly/annual price, fees) and frequency announced by the agent.”

• For KB conditions:

“Use this database to validate the access conditions, exclusions, supporting documents, and prerequisites mentioned.”

• For a KB procedure:

“Use this checklist to verify that the agent correctly describes the steps in the process (deadlines, documents, channels).”

Then click Add, then Confirm.

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5) Save and test

• Click Save changes to save the grid.
• Use the function of test of the assessment to quickly validate:
  • that KB is taken into account,
  • that the rule produces a consistent result,
  • and that the "document usage" instruction guides the search effectively.

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