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Building an effective Genius knowledge base requires careful planning and ongoing maintenance. Follow these best practices to ensure your Voice Agent has access to accurate, relevant information.

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Content Organization

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Use Q&A Format

When adding information to your Genius, try to use a question-and-answer format. This will help your Voice Agent find the right information faster based on the caller’s question. Example: 
Q: What are your business hours?
A: We're open Monday through Friday from 9 AM to 5 PM EST, and closed on weekends.

Q: How much does a haircut cost?
A: Our standard haircut starts at $45. Premium styling services range from $65 to $120.

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Keep It Up-to-Date

Make sure your Genius is always up-to-date with the latest information. For example, if you upload old call recordings where an agent mentions outdated information, your Voice Agent may provide incorrect information to callers. Regular maintenance tasks:
  • Review content monthly
  • Remove seasonal or time-sensitive information when no longer relevant
  • Update pricing, policies, and procedures immediately when they change
  • Archive old recordings that may contain outdated information

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Use Diverse Data Sources

Don’t just rely on one type of data source. Use a mix of text, audio, PDF, and URL data sources to provide a wide range of information to your Voice Agent. This diversity helps your Voice Agent:
  • Access information in multiple formats
  • Cross-reference details for accuracy
  • Provide comprehensive answers

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Content Quality

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Keep It Simple

While you can add a vast amount of information to your Genius, try to keep it simple. The more information you add, the less likely your Voice Agent will be able to find the right information quickly. Guidelines:
  • Aim for clarity over comprehensiveness
  • Break complex topics into smaller, focused entries
  • Remove irrelevant or rarely-accessed information
  • Prioritize the most frequently asked questions

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Be Specific and Detailed

When adding information, be specific and provide enough detail for the Voice Agent to give complete answers. Poor example: 
We offer various services at different prices.
Good example: 
Our services include:
- Standard Haircut: $45 (30 minutes)
- Color Treatment: $85-$150 (1-2 hours)
- Full Style Package: $120 (2 hours)
All prices include consultation.

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Use Consistent Terminology

Ensure that terminology is consistent across all data sources. If you refer to the same thing in different ways, it may confuse the retrieval system.

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Performance Optimization

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Test Regularly

Regularly test your Genius by:
  • Making test calls to your Voice Agent
  • Asking common questions
  • Verifying accuracy of responses
  • Identifying gaps in knowledge

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Monitor Call Outcomes

Pay attention to calls where the Voice Agent couldn’t answer questions or provided incorrect information. Use these as opportunities to:
  • Add missing information
  • Clarify existing content
  • Remove confusing or contradictory data

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Size Considerations

While there’s no strict limit, consider:
  • Sweet spot: 10-50 well-organized data sources
  • Maximum recommended: 100 sources for optimal performance
  • Quality over quantity: 10 excellent sources beat 100 mediocre ones

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Content Examples

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Good Content Structure

Product: Premium Voice Agent Package

Description: Our Premium package includes unlimited calls, 
advanced integrations, and priority support.

Pricing: $299/month with annual billing, or $349/month 
when billed monthly.

Features:
- Unlimited inbound and outbound calls
- All native integrations included
- Priority 24/7 support
- Custom voice cloning
- Advanced analytics dashboard

Ideal for: Businesses making 1,000+ calls per month

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Poor Content Structure

We have a premium thing that costs money and has stuff.

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Common Pitfalls to Avoid

  • Information overload: Adding too much irrelevant information
  • Outdated content: Failing to remove old information
  • Vague answers: Not providing enough detail
  • Contradictory information: Having conflicting data across sources
  • Poor formatting: Using unclear or confusing structure