Your Playbooks. Searchable.
Answers You Can Check.
A confident AI answer that contradicts your actual process is worse than no answer at all. Upload your playbooks, scripts, and compliance documents, and every answer cites the entry it came from — or tells you plainly that your documents don't cover the question, so you know exactly what to write next.
Upload Your Playbooks
Upload call scripts, process documents, compliance manuals, objection guides, and training materials as PDF, Word or text files — or type an entry straight in. Agents can propose entries too; they go live only once a manager or admin approves them.
Ask, and Get a Cited Answer
Ask "what do I say when a customer asks about the early termination fee?" and the answer is built only from your entries, with a [K1]-style marker after every sentence linking to the entry it came from. The passages are shown under the answer, so it can be checked without opening the document.
An Honest "Not Covered"
When your documents do not answer the question, it says so rather than filling the gap from general knowledge — an agent reading an answer to a customer cannot tell invented policy from real policy. Anyone who can create entries gets a "Write the missing entry" button with the question already filled in.
Content Gaps, Measured
Every question asked is recorded. Admins and managers see the questions that went unanswered most often, and the entries no answer has ever drawn on — the documents somebody needed that do not exist, and the ones worth reviewing.
Beside the Call, and on the Phone
An Ask KB button on every call opens the same cited answers in a side panel. On the Enterprise plan the AI voice agent answers callers from this same library, and Live IQ lists exactly which entries it used on each call — or flags that it found nothing.
Company- and Team-Scoped
Your Knowledge Base is private to your company, never shared across organizations. Each entry is visible company-wide or to a single team, and a team-only entry never appears in another team’s search results or answers.
Why Grounded AI Matters in a Call Center
A general-purpose AI will give a general-purpose answer. But your business has specific offers, specific compliance rules, specific objection responses, and specific escalation paths that differ from every other company on the platform.
When the Knowledge Base contains your actual documentation, an agent asking mid-call gets your save script — not a generic retention script — and your discount structure, with a citation on every sentence so they can check it before they read it to a customer. When the answer is not in your documents, they are told so, and the question lands on your content-gaps list instead of being quietly made up.
What to Put in Your Knowledge Base
Opening greetings, product explanations, objection responses, save scripts, and closing sequences.
Required disclosures, prohibited language lists, regulatory mandates relevant to your industry.
When to escalate, who to escalate to, and what language to use when handing off a difficult call.
Current pricing, promotion terms, plan features, and add-on eligibility rules.
Onboarding guides, product FAQs, common issue resolution playbooks.
What the Knowledge Base Looks Like
Answers That Know Your Business
Book a demo and we'll ask your own playbooks a question, show the citations behind the answer, and open the content-gaps report — not generic AI best guesses.
Request a DemoAvailable on all plans. Admins and managers curate content; agents search, ask, and propose entries.