A voice agent with a knowledge base that answers with what you wrote

It's where you keep your business information so your agent can use it during the conversation. Your website, your policies, your prices and the questions you get asked most. Think of it as the house handbook you'd give someone new on their first day.

The agent doesn't read the whole thing on every call. Each document is stored split into chunks, roughly one per section, and whenever the caller says something, Lera looks for the few chunks closest in meaning to what they've just said. Only those reach the agent, so you can add a lot without it slowing down or losing track.

Lera runs that search by itself on every turn of the conversation. The agent doesn't have to remember to look.

In a hotel, a guest asks what time they can get into their room. Lera finds the check-in section and the agent replies "Check-in is from three in the afternoon". If they then ask whether they can bring the dog, it searches again and answers with what you've written about pets.

The agent answers with your information rather than generalities. What's in its knowledge base is its confirmed information.

Your agent's instructions don't fill up with data. The instructions say how it behaves and the knowledge base says what it knows. Short instructions make the agent faster and more reliable, and changing a price doesn't mean touching the agent.

It stays up to date with no effort. If you add your website, Lera rereads it by itself every 12 hours, and if you change something there, the agent picks it up without you doing a thing.

And the same knowledge base works for your voice agent and your chat agent. In writing, the answer can be longer and include links.

The knowledge base holds what a new receptionist would keep to hand. For a hotel, check-in and check-out times, parking, whether you take pets, cancellations, breakfast or how to get there.

The agent's instructions cover how it behaves, what it asks, in what order and when it passes the call to a person.

A function handles anything that changes daily or depends on who's asking, like available rooms or the status of a booking. A function is a question the agent puts to your booking system in the middle of the call.

And other people's personal data never goes in, such as customer lists or their phone numbers.

Go to Knowledge base and click "Add knowledge base". Give it a name that describes it, like "Guest information".

Click Add and choose where the content comes from. With "Add web page" you paste the address of one page. With "Add entire site" Lera discovers your website's pages and you pick which ones go in. With "Upload files" you upload a PDF, a Word file, a .txt or a .md. And with "Add text" you write it yourself.

Type up your contact details by hand. Phone, address, reception hours and email tend to come out jumbled from a website, and they're exactly what people ask about most. Put them in a text, one detail per section.

Assign it to your agent. In Agents, open your agent, go to the Knowledge base section and click Assign a base.

Try a test question. At the top of the knowledge base's page you'll find "Want to try a question?". Write it the way a guest would say it, in their words, and you'll see which chunks it finds and which ones would reach the agent.

Save and publish the agent, then call it yourself and ask the same questions out loud.

One topic per section, with its own heading and a blank line before the next one. If parking and breakfast share a paragraph, they come up together or not at all.

Make each section make sense on its own. "Parking at the hotel is free for guests" works better than "Free" under a heading further up.

Use the words people use. Add a line to each section starting with "How people usually ask" and two or three ways of putting it, like "can I bring my dog?" or "do you allow pets?".

No tables, write them as sentences instead. And put times in figures inside a sentence, like "breakfast is served from 7:30 to 10:30", which the agent says properly on the phone.

No contradictions. If you change a rate, delete the old one, because two documents saying different things are the number one reason an agent answers wrongly.

Your website is reread by itself every 12 hours, but a file isn't. If it changes, upload it again or correct its text in the panel.

A scanned PDF is like a photo, there's no text to read, and the panel tells you so.

Don't touch the search settings to fine-tune it. They're set up for sentences spoken over the phone, and if the agent can't find something that's there, the fix is almost always in the document.

If a document contains sentences giving the agent orders, like "ignore your instructions", the panel flags it with "Contains instructions" so you can remove them.

You can add up to 50 documents per knowledge base. PDFs of up to 400 pages, Word files, .txt and .md all work, up to 20 MB per file.

On a monthly plan the knowledge base is included. On pay as you go, a voice agent with a knowledge base carries a per-minute supplement, shown as its own line on the receipt and on the pricing page. Chat has no supplement.

What if it can't find something that is there? Try it in "Want to try a question?", phrased the way the person would say it. It's almost always fixed in the document, with one topic per section and a line on how people usually ask.

Can I put available rooms in it? Better not, because they change every day. That belongs in a function that asks your booking system there and then.

How much does it cost to try? €20 free credit, no card needed. Add your website, assign it to your agent and ask it your guests' questions.