---
title: AI Knowledge Bases in Call Automations
description: "![](https://help.affordablecare.ai/wp-content/uploads/2025/10/Screenshot_29.png) A **knowledge base** allows your AI assistant to access specific documents during a call or chat. Instead of relying only on the default AI model, your Assistant can search and retrieve information from files you upload. This means your…"
url: "https://help.affordablecare.ai/docs/ai-knowledge-bases-in-call-automations/"
updated: "2025-10-06"
category: AI Caller
---

# AI Knowledge Bases in Call Automations

![](https://help.affordablecare.ai/wp-content/uploads/2025/10/Screenshot_29.png)

A **knowledge base** allows your AI assistant to access specific documents during a call or chat. Instead of relying only on the default AI model, your Assistant can search and retrieve information from files you upload. This means your AI can give **accurate, company-specific answers** in real time.

**For example:**

- If a customer asks about your **refund policy**, the AI can instantly read the uploaded policy document and respond correctly.
- If a client asks for **technical specifications**, the AI will reference the product manual you’ve uploaded.

This makes the AI not just a conversational agent but a **true knowledge-driven assistant**.

### **How Knowledge Bases Work**

1. **Upload a File**—Add a file (such as PDF, Word, or CSV) into the Knowledge Base.
2. **Create a Knowledge Base**—Give it a name, select the file, and write a clear description of its purpose.
3. **Select the Knowledge Base Inside the AI Assistant**—Just like Tools, you must select the Knowledge Base in the AI Assistant you want to use it.
4. **System Prompt Instruction** – Add clear instructions in the AI Assistant’s system prompt telling it *when to reference the Knowledge Base*.
5. **Trigger Condition** – During the call, if the customer’s words match the description, the AI Assistant will search the Knowledge Base file for an answer.
6. **Dynamic Responses**—The AI uses the file to respond with relevant, accurate information.

#### **Important Setup Notes**

- You must **select the Knowledge Base inside the AI Assistant** where you want to use it.
- You must **add instructions in the system prompt** telling the Assistant when to reference the Knowledge Base.
- The **description** you provide must align with the system prompt instructions.
- Simply uploading a knowledge base file will not make the AI use it — it must be connected to an Assistant.

### **Supported File Formats**

Knowledge bases support a wide range of file formats:

- .txt, .pdf, .docx, .doc, 
- .csv, .tsv, .md, 
- .yaml, .json, .xml, .log

This flexibility lets you upload anything from FAQs to compliance logs, training manuals, contracts, or technical data.

### **Example Knowledge Base Setup**

#### **Example 1: Refund Policy**

- **Name:** Refund Policy KB
- **File:** refund_policy.pdf
- **Description:** Trigger this knowledge base when a customer asks about refunds, cancellations, or money-back guarantees.

**System Prompt Instruction:**

“If the customer asks about refunds or cancellations, check the Refund Policy KB knowledge base and answer from there.”

👉 During the call, if the customer says, *“What’s your refund policy?” the* AI will read from the uploaded PDF and give the exact refund terms.

#### **Example 2: Insurance Coverage Plans**

- **Name:** Insurance Plan KB
- **File:** coverage_plans.csv
- **Description:** Trigger this knowledge base when a customer asks about available insurance plans, deductibles, or coverage details.

**System Prompt Instruction:**

“If the customer asks about insurance coverage or plan details, check the Insurance Plan KB knowledge base and provide the answer.”

👉 If a customer says, *“What dental plans are available in Texas?”*, the AI will search the CSV and respond with the correct coverage information.

#### **Example 3: Product User Manual**

- **Name:** Smart Thermostat Manual
- **File:** thermostat_manual.docx
- **Description:** Trigger this knowledge base when the customer asks about thermostat setup, installation, or troubleshooting.

**System Prompt Instruction:**

“If the customer asks about setting up or troubleshooting the thermostat, use the Smart Thermostat Manual knowledge base to respond.”

👉 If a customer says, *“How do I reset my thermostat?” the* AI reads from the manual and explains the reset steps.

### **Best Practices**

- **Be Specific in Descriptions**—Example: *“Trigger when asked about refunds”* instead of *“Trigger when needed.”*
- **Match System Prompt and Description**—Both must clearly state when the Knowledge Base should be used.
- **Keep Files Clean & Focused**—Avoid uploading huge files with unrelated data; instead, split files by topic.
- **Update Regularly**—If your policies or product info change, re-upload the latest documents.
- **Test Scenarios** – Ask common customer questions to verify that the AI pulls answers from the correct knowledge base.

### **Summary**

Knowledge bases allow your AI assistant to deliver **accurate, reliable, and company-specific answers** during calls or chats.

- Upload documents in supported formats.
- Create a knowledge base with a clear name and description.
- Select it inside your AI Assistant.
- Add instructions in the system prompt telling the AI when to use it.

👉 Once connected, your AI Assistant will become a **knowledge-powered agent**, answering questions directly from your files.

**This pairs perfectly with AI tools:**

- **Tools** → take actions (tag, book, move pipeline).
- **Knowledge Bases** → provide knowledge-based answers (policies, manuals, FAQs).

Together, they create a **complete AI automation system**.