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The Knowledge Base is Reddy’s central repository for documentation that powers training simulations, QA functionality, and Ask Reddy. Quality content ensures effective agent training and accurate AI assistance.

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Initial Setup

1

Inventory Content

Catalog existing resources to identify what you have and what needs creation.Content Sources:
Includes: Process guides, flowcharts, SOPs, call scripts, supplemental training materials, product overviewsPowers: Training simulation logicWhy it matters: Creates authentic training experiences, ensures consistent process execution, and maintains compliance
Screen recordings with audio of customer interactionsPowers: QA scoring evaluation and training simulation logicWhy it matters: Improves QA accuracy by learning from real customer interactions and provides examples for feedback
Includes: FAQs, knowledge base articles, product documentation, troubleshooting guides, how-to guidesPowers: Ask Reddy instant answersWhy it matters: Provides immediate access to solutions during customer interactions and reduces call handling time
Includes: Sales objection responses, customer concern handling scripts, competitive positioning statementsPowers: Objection handling training and Ask Reddy intelligenceWhy it matters: Equips agents with proven responses to customer objections and improves conversion rates
Includes: Call evaluation forms, quality checklists, compliance requirements, scoring rubricsPowers: Automated QA scoring and compliance checksWhy it matters: Enables consistent quality assessment and maintains regulatory compliance
Identify content gaps and prioritize what needs creation or updating.
2

Upload & Organize Content

Drag and drop files (single or bulk), then organize using tags and product assignments.Complete Upload Knowledge Articles Guide →Default Tags Available:
  • Training & Process Materials
  • Call Recordings
  • Ask Reddy
    Only tag content you want used to generate AI-powered responses for agents. Ask Reddy setup guide →
  • QA Scorecards
  • Data
  • Release Notes (Reserved for Reddy team use)
    Filter by this tag to view latest platform enhancements.
Need additional tags? Contact your Reddy Project Manager to create custom tags for your organizational structure.
Assign to Products:Link content to specific products to power product-specific simulations, QA, and live assist. Articles can have multiple tags and products assigned.

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Best Practices

Keep content accurate and current to maintain training effectiveness, Ask Reddy quality, and QA performance:
  • Update content immediately when processes or policies change
  • Review all content quarterly for accuracy and relevance
  • Remove outdated or incorrect articles
  • Update content based on agent feedback and QA trends
  • Verify accuracy before uploading new materials

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Common Issues

  • Update or add missing information to tagged content
  • Remove outdated or incorrect articles
  • Verify “Ask Reddy” tag is applied to all relevant content
  • Confirm content is assigned to correct products
  • Check files are not corrupted
Preview functionality has limitations. Download the file to verify proper formatting. If incorrect, update and re-upload to replace the previous version.
  • Try different keywords for the file title—search queries file names, not file content
  • Verify content tags and check product assignments

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Quick Reference

Knowledge Base Upload Guide

Step-by-step instructions for uploading and managing articles in Reddy

Ask Reddy Setup

Configure AI-powered knowledge assistance for agents