Keeping Your Facts Current
Voice agents don’t break, they go stale. Define who updates what on these occasions:
| Occasion | What to update |
|---|---|
| Price change | Replace the Knowledge Base file (in spoken form) |
| New opening hours, holidays, closures | Knowledge Base, and possibly the transfer rule |
| New service or offer | Knowledge Base, possibly a new call reason in the prompt |
| New contact person or extension | Transfer destination in the prompt — then test it |
| Team or address change | Facts section of the prompt |
| New integration | Tool description in the prompt plus a test case in the test guide |
A short quarterly review covers this in practice — plus the occasion-driven cases.