Brilo AI lets your organization control what the AI knows by choosing and connecting the knowledge sources the Brilo AI voice agent uses, and by configuring access and update rules. Administrators supply knowledge (for example, your FAQ documents, CRM records, and approved knowledge bases), tune answer quality settings, and set routing and escalation policies so Brilo AI uses only authorized information. Brilo AI does not automatically publish customer data; data use is governed by your configuration, your integrations, and the terms in your subscription.

Who controls what the AI knows? Brilo AI customers control which sources are connected and which policies apply.

Who owns the AI training data? — Customers decide which of their documents and CRM records are ingested; Brilo AI retains usage telemetry as described in your agreement.

Who can change the knowledge base? — Administrators and the teams you authorize via your access controls can add, remove, or update sources and policies.

Who audits what the AI used to answer? — Brilo AI provides conversation logs and answer-quality signals that your auditors or admins can review when enabled.

Enterprises ask “Who controls what the AI knows?” because voice agents will access sensitive customer and business information. Regulated sectors — particularly healthcare, banking, and insurance — need clarity on source ownership, update cadence, and who can remove or correct information. Buyers also need to map Brilo AI behavior to internal governance, compliance, and incident response processes before deployment.

Brilo AI connects to the sources you authorize and builds an operational view used at call time. You choose which repositories are ingested (for example, a knowledge base, CRM records, or a secure document store), and Brilo AI applies configured retrieval and answer-quality logic before returning a response.

Knowledge ingestion imports and indexes your approved documents and data so the Brilo AI voice agent can search them at runtime. Answer quality is the configuration set that prioritizes trusted sources, enforces response style, and sets confidence thresholds. For more on how Brilo AI improves from interactions and uses authorized sources, see the Brilo AI self-learning overview: Brilo AI self-learning AI voice agents.

Brilo AI enforces configuration-based guardrails you set. Typical guardrails include source allowlists/denylists, maximum context windows, confidence thresholds that trigger a fallback, and explicit deny rules for sensitive fields. A fallback is the behavior triggered when confidence is below the configured threshold (for example, ask for clarification or route to a human).

Brilo AI will not surface sources that are not connected or authorized by your admin settings. For details on what happens when the Brilo AI voice agent is unsure, consult our help center guidance: What happens when the AI is unsure?

Brilo AI supports configurable handoffs so control stays with your organization. When confidence is low or a topic is restricted, the Brilo AI voice agent can play a fallback prompt, capture caller context, create a case in your CRM, and route the call or a callback request to a live agent. Handoffs can be immediate (live transfer) or queued with context (case created with the caller’s transcript and the sources consulted). Admins define the escalation triggers, destination queues, and the level of context that travels with the handoff.

For contractual and data-use terms that affect ownership and telemetry, see Brilo AI’s terms of service: Brilo AI terms and data use.

By controlling what Brilo AI knows, organizations reduce risk, keep sensitive information private, and ensure compliance with internal policies. Clear source control reduces incorrect answers and downstream customer complaints. Properly configured knowledge controls and escalation policies help lower handle time for routine calls while preserving human oversight for regulated decisions.

Who actually owns the content I upload to Brilo AI?

Ownership of your uploaded content remains with you according to your contract; Brilo AI processes and indexes the content to enable the voice agent. Brilo AI may retain usage telemetry as described in your agreement.

Can I remove a document immediately if I find an error?

Yes. Administrators can remove or update connected sources in the Brilo AI admin console; once removed, Brilo AI will stop using that source for future calls after the configured refresh/ingestion window completes.

Will Brilo AI use customer data for model training?

Brilo AI’s use of telemetry and training is governed by your agreement and configuration. You control which data is used for operational analytics versus any aggregated improvement processes described in your contract.

How can I prove which sources the agent used for a specific answer?

Enable conversation logging and source attribution in Brilo AI. When enabled, each answer includes metadata showing the consulted sources and confidence scores for audit and quality review.

Can I restrict the agent from answering sensitive topics like medical advice?

Yes. Use deny rules and escalation triggers to force human handoff for topics you classify as sensitive or requiring licensed professionals.