Knowledge

Knowledge is where team leads keep the product facts that AI customers and the coach work from. Upload price lists and terms, check what we found, and approve it. Nothing is used until you approve it.

Adding a document

1. Open Knowledge and choose Upload document.
2. Drop a PDF, Word, Excel, PowerPoint, CSV, text or Markdown file, or paste text.
3. Add a title if you like, and pick a Topic. Choose Suggest one for me to get a suggestion, or New topic… to start one.
4. Choose Upload and read.

We read the document and list every price, fee and rule we find, each with the page it came from. It takes a little while. You can close the page, and you are notified when the facts are ready to review.

Approving facts

Open the document to review its facts. Show Needs a look, To review, Changed, Approved or Rejected.

• Approve a fact that matches the source. Open source shows the line it came from.
• Reject a fact that is wrong, or edit it and choose Save and approve.
• Facts marked Needs a look are ones we were less sure about. Check them against the source first.
• To save time, approve all the facts we are sure about at once.

You can reject an approved fact later, and it stops being used at once.

Topics

A topic groups documents on one subject, such as mortgages. A document’s facts are only used once it is in a topic. Each topic shows how many facts are live and how many wait for review.

A topic shows Out of date when one of its documents has passed its Valid until date. Upload a New version of a document to update it. The old facts stay in use until you have reviewed every change.

Linking topics to AI customers

Choose Link AI customers on a topic, or use Product knowledge in the customer’s own settings in AI Studio. A linked customer knows the topic’s approved facts. When an advisor gets one wrong, the customer questions it, the way a well-read customer would. New facts reach customers from their next call.

You can also use Try a statement. Type something an advisor might say, and we check it against the topic’s approved facts.

Seeing what advisors miss

Once advisors practise with linked customers, the topic shows Facts advisors get wrong most and each advisor’s accuracy. After a call, feedback shows the right fact when someone got one wrong.

About your organisation

The About card, titled with your organisation’s name, holds a few sentences on what you sell, who you sell to and how you talk. The AI uses it when it plays your customers and writes scenarios. Choose Edit to change it. Keep it short, and put product details in documents.