Direct Answer (TL;DR)
The Brilo AI business phone system learns from documents, web pages, call recordings and transcripts, and connected business systems that you add to its Knowledge. The Brilo AI voice agent uses those inputs to answer questions, follow goals, and provide context during calls by ingesting documents (ingestion), scraping page content (scraping), and reading connected CRM or helpdesk records (integrations).
Why This Question Comes Up (problem context)
Admins and managers want to know which content types the Brilo AI voice agent can use before they invest time in preparation. Teams need clarity so the Brilo AI voice agent returns correct product details, references past conversations, and creates accurate CRM or ticket updates. This question also surfaces when organizations must control what data trains the Brilo AI voice agent for quality and compliance reasons.
How It Works (High-Level)
The Brilo AI voice agent learns when you add sources into the agent’s Knowledge. Typical sources include uploaded files, public URLs, call transcripts, and authorized third‑party systems. After you add a source, the Brilo AI voice agent runs an ingestion process to extract text and metadata for retrieval at call time. When a caller asks a question, the Brilo AI voice agent retrieves the most relevant passages from the Knowledge and uses that context to generate responses.
Guardrails & Boundaries
Guardrails limit what the Brilo AI voice agent will learn and when the Brilo AI voice agent can act on that knowledge. Configure folder or tag filters so only approved documents are ingested. Exclude sensitive records or personal data unless you have a documented use case and appropriate controls. Require transcription quality thresholds before call transcripts are added. If the Brilo AI business phone system cannot confidently match an answer to your Knowledge, it should escalate or hand off rather than guess.
Applied Examples
Product support: Add product manuals and FAQ pages so the Brilo AI voice agent cites exact policy and feature wording when answering support questions.
Sales qualification: Point the Brilo AI voice agent at CRM records and past call transcripts so the Brilo AI voice agent references prior interactions while qualifying a lead.
Ticket creation: Give the Brilo AI voice agent access to helpdesk articles and routing rules so the Brilo AI voice agent can open or update tickets with the correct context and fields.
Call summarization: Add recordings and transcripts so the Brilo AI voice agent can summarize key call points for CRM notes.
Human Handoff & Escalation
Human handoff is part of safe operation for the Brilo AI voice agent. When escalation rules trigger, the Brilo AI voice agent transfers the call and supplies a short summary of intent and the information captured, drawn from the agent’s Knowledge and call transcript. You can configure confidence thresholds and topic-based triggers so the Brilo AI voice agent automatically routes sensitive or ambiguous calls to a human agent.
Setup Requirements
Admin or integration permissions in the Brilo AI dashboard to add Knowledge sources and authorize connectors.
Source files prepared as PDFs, CSVs, or plain text documents for upload.
Public URLs you want scraped for page content if you plan to add web pages.
Call recordings and transcripts available for upload or configured to flow from your telephony platform.
Defined tags or folders to control which content the Brilo AI voice agent should ingest.
Integrate CRMs like HubSpot or helpdesk data to authorize the specific connector and choose which objects and folders to include.
Note: If your account needs a custom connector, Brilo AI's phone system supports business integrations, however, custom work may be required.
Business Outcomes
When the Brilo AI business phone system learns from the right sources, teams see fewer repeated questions, cleaner CRM records, and faster resolution for routine calls. Consistent Knowledge ingestion improves response accuracy and reduced friction for handoffs because the Brilo AI voice agent shares the same approved information that human agents use.
Next Step
Review integration details and plan which sources to add first. If you will connect CRM systems, review Brilo AI's integration page for configuration guidance and workflows. For detailed assistance in setting up standards in your AI business phone system, book a call with our team today!