Direct Answer (TL;DR)
Who controls what the AI knows? For Brilo AI, your organization controls what a business phone system knows and uses during calls. Platform admins and assigned owners add or remove content in the agent’s Knowledge section, connect approved data sources through connectors, and set ingestion and transfer rules that govern when the Brilo AI voice agent uses that content.
Why This Question Comes Up (problem context)
Teams need clear ownership because callers hear answers derived from your documents and integrations. Leaders worry about outdated, sensitive, or proprietary data being used by a Brilo AI phone system for business. Operations teams need to know who can change knowledge, how fast changes take effect, and how to prevent accidental exposure of private information during calls.
How It Works (High-Level)
Brilo AI voice agent capabilities use a defined Knowledge area where admins and content owners add sources. Sources include uploaded files, public web pages, or connected systems through approved connectors. When content is added, Brilo AI runs document ingestion so the agent can reference that content during conversations. The Brilo AI voice agent uses configured actions to decide when to surface knowledge or when to trigger a transfer to a human.
Guardrails & Boundaries
Brilo AI voice agent guardrails limit what the agent may answer and when. Common guardrails include confidence thresholds that force escalation, restricted topics that the Brilo AI voice agent will not attempt to resolve, and explicit stop conditions that require a human handoff. Sensitive data and personally identifiable information should be excluded from uploaded sources. If the Brilo AI voice agent cannot confirm required details during ingestion or runtime, the configured behavior is to escalate or pause rather than guess.
Applied Examples
A support team uploads product manuals to the agent’s Knowledge so the Brilo AI voice agent can answer configuration questions.
A sales team connects a public pricing page by URL so the Brilo AI voice agent can quote standard plans during qualification.
A billing team removes archived invoices from the Knowledge to prevent the Brilo AI voice agent from referencing old balances.
Each change to Knowledge is processed by ingestion and then used by the Brilo AI voice agent according to configured routing and transfer rules.
Human Handoff & Escalation
Human handoff is configurable for Brilo AI voice agent capabilities. Use a warm transfer (passes context and call-summary sync) when you want humans to receive caller context and previous answers. Use a blind transfer when no context is required. Escalation rules often include intent matches, low confidence scores, or explicit caller requests for an agent. Ensure transfer rules include what contextual fields the Brilo AI voice agent should include in the handoff.
Setup Requirements
To control what a Brilo AI voice agent knows you typically provide the following items and decisions:
A list of content owners and admin users for role-based access and permissions.
Approved source documents such as PDFs, product guides, and public URLs for upload.
Connector credentials and scope for any CRM or knowledge base you plan to sync as a source. Connectors must be enabled by an admin if not visible in your console.
A mapping of which sources are canonical and which are transient so the Brilo AI voice agent uses the right record sets.
Escalation rules and transfer type preferences like warm transfer or blind transfer and whether call-summary sync is enabled.
For broader product and feature context, Brilo AI offers integrated conversational features for your business' phone system.
Business Outcomes
When your organization controls the Knowledge used by a Brilo AI voice agent you reduce inaccurate answers and limit exposure of sensitive content. Proper ownership and role-based access improve change velocity because content owners can update sources without broad platform access. Clear transfer rules and call-summary sync reduce caller repetition and improve first-contact resolution. Consistent ingestion and governance also support auditability and compliance workflows.
Next Step
Define owners and an approval workflow for agent Knowledge. Use the Brilo AI product overview to align on connectors and ingestion behavior and review contractual terms for data processing and retention. Start by documenting the content sources you will upload and the admin roles you will assign. For assistance in setting up your business' AI phone system, book a call with our team today!