Agents & knowledge

Building your knowledge base

The knowledge base is what keeps your agents accurate. Under Knowledge base you can:

• Upload documents — PDFs, Word files, or plain text (service and fee lists, new-patient information, insurance and payment policies, practice FAQs).
• Crawl your website — point Vocarium at your practice site and it fetches and indexes the important pages.
• Write entries directly — quick facts that don't live in any document, like which carriers you're in network with or where patients should park.

Content is split into searchable passages and embedded for semantic retrieval: during a call, the agent looks up the passages most relevant to what the caller asked and answers from them. This means agents answer from meaning, not keyword matches — "how much is a cleaning" finds your fee page even if it never uses those words.

It is also the only place the agent's insurance and cost answers come from. Anything you haven't written down, it declines to guess at — the caller is told the office will verify their benefits before the visit.

Keep knowledge current: when your fees, carriers or policies change, update the document or re-crawl the site. Stale knowledge is the most common cause of wrong answers.