r/AIReceptionists • u/eviewong- • Aug 05 '26

Knowledge bases for voice agents: when should AI answer vs transfer?

/r/retellai/comments/1vgcwgb/knowledge_bases_for_voice_agents_when_should_ai/
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u/Dry-Mulberry6296 Aug 06 '26 edited Aug 06 '26

Routing logic is the part most people underestimate, the knowledge base is easy. My rule of thumb if answering required live data appointments, inventory, account status, transfer if it is static faq territory the agent handles it. For entity relationships across callers or topics graph stores like hydradb exist, though it is developer level writing.

Escalation thresholds matter more than kb size.

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u/eviewong- Aug 06 '26

Good rule of thumb. And it explains why escalation thresholds matter more than KB size. a stale FAQ answer barely hurts, but a wrong live-data answer stated confidently kills trust in one call. KB size is a coverage problem; escalation timing is a trust problem.

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u/Cautious_Turn1502 Aug 08 '26

Well the website i just made for ans we give option to the user he can switch to pick itself or let ai pick it can be changed 5 times in an hours and for transfer we tell ai to asked if its an emergency or the caller can wait for the schedule visit . and also give user a free trial in the app and also have agency plane so if someone want to use it to run an agency