Voice AI knowledge: distinguish source facts from conversation memory
Separate approved business knowledge, caller-reported information and proposed updates before using conversation data in future answers.
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A transcript contains statements, questions, corrections and possible mistakes. It is not automatically a trustworthy knowledge base. Before reusing a conversation, decide what the information represents and who may rely on it.
Keep three kinds of information separate
| Information | Example | Appropriate treatment |
|---|---|---|
| Approved business fact | The published service area | Maintain an authoritative source and owner |
| Caller-reported detail | A preferred callback time | Preserve its source, scope and potential correction |
| Proposed improvement | Several callers ask the same unanswered question | Ask the business owner for an approved answer |
A caller saying that a service is free does not make it a pricing policy. A model inferring a preference does not make the preference verified.
Use relationships without inventing certainty
A knowledge graph can represent entities and connections, such as a request linked to a conversation. The presence of an edge does not prove causation or truth. Three similar complaints may indicate a useful investigation, not a confirmed shared cause.
Burki has memory and learning services, but this is not a promise that every conversation becomes a complete graph or that the product autonomously discovers current business truth. Context availability depends on policy, scope and the selected session.
Review a proposed knowledge update
Identify the source, whether it is current, which customers it applies to and what would invalidate it. Keep superseded facts distinguishable from current instructions. Resolve contradictions with the business owner rather than asking the model to choose whichever statement sounds plausible.
For a new FAQ, write the approved answer and an explicit unknown-answer boundary. Test a direct question, a paraphrase and a question just outside its scope before publishing it.
Check access and retention
Information learned from one customer should not become another customer's context. Confirm the intended workspace and customer scope and the policy governing retention or deletion. A larger memory store is not automatically more useful and can preserve more stale information.
The customer-memory guide explains what to test across sessions. The continuous-improvement process helps turn recurring questions into reviewed changes without treating every transcript as approved knowledge.
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