Knowledge Base

The Knowledge Base stores documents and Q&A pairs that your AI agents reference during calls and conversations. When a prospect asks about your product, pricing, or policies, the AI cites this knowledge instead of guessing — eliminating hallucinations.

Accessing the Knowledge Base

Go to Settings > Knowledge Base in the sidebar.

Adding Knowledge

You can add knowledge in two ways:

Q&A / Text

Add individual question-answer pairs or text passages:

1. Select the Q&A / Text tab.
2. Enter a Title / Question (e.g., “What are your pricing plans?”).
3. Enter the Answer / Content — provide the complete, accurate answer. The AI will quote this verbatim when asked a matching question.
4. Select a Category (FAQ, Pricing, Policy, Product, or General).
5. Click Add to Knowledge Base.

File Upload

Upload text documents that get automatically chunked and indexed:

1. Select the Upload File tab.
2. Choose a file (.txt or .md format).
3. Select a Category.
4. Click Upload and Ingest.

Long documents are automatically split into chunks. Each chunk is embedded and stored separately for accurate retrieval.

Document Categories

Categories help organize your knowledge base and can improve retrieval accuracy.

How AI Uses the Knowledge Base

When an AI agent receives a question:

1. The question is converted to an embedding vector.
2. ScendCore searches the knowledge base for semantically similar content.
3. The most relevant chunks are included in the AI’s context.
4. The AI generates a response grounded in your knowledge base content.

This means the AI will:

• Answer product questions accurately based on your documentation
• Quote your pricing correctly
• Follow your policies when handling objections
• Avoid making up information it does not have

Managing Knowledge Entries

On the Knowledge Base page, you can:

• Expand — Click any entry to view its full content
• Delete — Remove an entry that is no longer accurate
• View category — Each entry shows its category badge
• View source — File-uploaded entries show the original filename

Supported File Formats

Best Practices

Keep entries focused

Each Q&A entry should cover one specific topic. Instead of one giant FAQ, create separate entries for each question. This improves retrieval accuracy.

Use the prospect’s language

Write answers using the same words and phrases your prospects use. If they say “pricing” instead of “rate card,” use “pricing” in your titles.

Keep content current

Review and update your knowledge base regularly. Outdated pricing or discontinued features will lead to inaccurate AI responses.

Cover common objections

Add entries for frequent objections like:

• “Your competitor offers X”
• “We already have a solution”
• “What makes you different?”

Troubleshooting

AI not using knowledge base content

• Verify entries exist in the Knowledge Base.
• Check that the question is semantically related to a knowledge base entry.
• Try rephrasing the knowledge base title to better match how prospects ask.

Upload failing

• Ensure the file is in .txt or .md format.
• Check that the file is not empty.
• Very large files may take longer to process.