AI Knowledge Base A to Z: No Integration Required

Guidelines for your AI phone assistant

This template will help you prepare content so that
your phone AI understands it reliably, says it naturally
and repeats it correctly.

The basic principle

Write your content
the way you would explain it to a guest on the phone, but:

Not formal.
Not legalese.
Not promotional.
Just clear, structured and unambiguous.

Normalize special characters

Prices

Recommendation: Spell out prices (and similar values).

Times

Recommendation: Avoid periods, colons and other special characters.

Numbers and quantities

Recommendation: Spell out small numbers, keep large numbers simple.

Dimensions and areas

Recommendation: Easy to grasp rather than technical.

Temperatures

Recommendation: Clear and spelled out.

Lists

Optional, not a must: Short sentences instead of technical lists.

• Towel

• Slippers

Parentheses and extra details

Recommendation: Put extra details in a sentence of their own.

Hyphens and special spellings

Optional: Prefer simple spellings.

Day Spa

All Inclusive

Day-Spa

All-Inclusive

Important notes and restrictions

Recommendation: Be clear, honest and direct.

One piece of information per statement

Recommendation: Break complex information into parts.

Structuring your content

A clear structure helps the phone AI sort information quickly and answer correctly.
A simple outline with headings has proven effective, for example:

• # for main headings (topic areas)
• ## for subheadings
• ### for detail sections

You can use this structure in TXT files as well as in PDFs.
What matters is that each section covers only one topic and that the content belongs together logically.
That way, the AI can go straight to the right section without mixing up information or combining it incorrectly.

Example of a well-structured knowledge file

# Day Spa

## Opening hours
The Day Spa is open daily from 10 am to 9 pm.

## What's included
The price includes a bathrobe, towels, slippers and use of all pools and saunas.

## Prices
From Monday to Thursday, the Day Spa costs 90 euros per person.
From Friday to Sunday, the Day Spa costs 105 euros per person.

## Booking
To book, the caller is transferred to the front desk or referred to the website.

This format is:

• easy for people to understand
• clearly structured for the AI
• easy to extend when prices or seasons change

Common mistakes when structuring a knowledge file (please avoid)

• Very long blocks of text without paragraphs or headings
• Several different topics in one section
• Prices, times and conditions mixed into a single sentence
• Abbreviations, special characters or heavily formatted brochure copy
• Inconsistent spellings within one document

Rule of thumb:

If a section gets too long or answers several questions at once, split it up.

Text length and response speed

The length of your stored texts directly affects how quickly the phone AI responds.
Short, clearly worded sections can be processed faster and retrieved more precisely than long, complex blocks of text.

For fast, accurate answers, this applies:

The more compact a piece of information is, the faster the AI can respond to it.

Ideal for Gemini 2.5 Flash:

• 200–600 words per file
• better too short than too long
• no duplicate information

Recommendation:

• Several short sections rather than one long text
• Leave out unnecessary extra information
• In each section, store only the information that should actually be answered

File name = most important keywords

• no special characters
• consistent naming

This improves not only response speed but also the accuracy of the answers.

Organize and define your files

More files, less text per file = faster, more stable, cleaner.

Which file gets used when?

Case A: A specific room question

Example:

"What's included in the Spa Lodge Suite?"

File retrieved:

room_spa_lodge_suite.txt

Why:

• exact name match ("Spa Lodge Suite")
• one clear topic
• little competition from other files

Best case: only one file in context → maximum speed and precision

Case B: A comparison or decision question

Example:

"What suites do you have?"
"Which rooms are good for families?"

Files retrieved:

room_overview.txt

• 1–2 matching detail files

Why:

• overview for context
• details to get specific

That's why the overview file is extremely important, but it is not meant for details.

Case C: A vague question

Example:

"What rooms do you have?"
"What kind of accommodation is there?"

Files retrieved:

first: room_overview.txt

• possibly no detail file if nothing specific was asked

That's exactly right – otherwise Gemini would be guessing.

Case D: An ambiguous question

Example:

"Do you have large rooms?"
"Something with a spa?"

Files retrieved:

2–3 files with similar meaning
e.g.:

room_spa_lodge_suite.txt
room_panorama_suite_100.txt

Here, structure + clarity decide which file wins.

How can you control which file is relevant?

You have more control than many people think.

Lever 1: File name

The file name is often the first filter.

Recommendation:

• Always put the main term in the file name
• Lowercase letters
• Underscores instead of special characters

Lever 2: The # heading

The first heading is the semantic anchor.

# Spa Lodge Suite

# Our Exclusive Spa Lodge

No marketing adjectives in the main heading!

Lever 3: The first two sentences (underrated, but incredibly effective)

Gemini gives more weight to the beginning of a document.

The Spa Lodge Suite is suitable for two to four people.
It has a separate living room and a spa bathroom.

Our Spa Lodge Suite offers the highest level of comfort in an exclusive setting.

The first two sentences should be facts, not mood.

Lever 4: No redundant information

If every file says:

"All rooms have a balcony and panoramic views"

Then:

• context noise goes up
• the AI's ability to tell files apart goes down

Shared information:

• in the overview file
• not repeated in every detail file

Lever 5: Consistent structure (the pattern effect)

If all room files follow the same structure, Gemini recognizes them faster:

## Suitable for
## Size
## Amenities
## Bathroom
## Special features

This speeds up not only retrieval but also how the answer is put together.

Go to the checklist to review your files before they become part of your AI agent's knowledge base.