Solved Knowledge Sources issue

[admin@adamequipment]

Hi,

I have sucessfully uploaded a PDF brouchure on one of our products to a knowledge source - the AI agent has managed to find it and relay good details from it when asked about it.
I then tried uploading a CSV and DOCX version of a basic list of products and whether they were in stock or out of stock but when I query the AI it completely ignores this document and just tries to put me through to a human who could answer the question.

Do I have to put some entries into the Agent Instructions section in order to allow it to answer a basic question like: "Is the model XXX 75 in stock please?" Do I have to put something in the instructions so it knows/allows it to use that knowledge source?

Also are CSV files a valid file type?

Thanks.

 

[DimitrisL_3CX]

Hello @admin@adamequipment,

Please note that the files should be uploaded in PDFs/docs/text.
See our guide Configuring OpenAI for 3CX AI Agents

 

[admin@adamequipment]

I currently have it in as .DOCX file - the data is in a table within the document.
I have also converted it to a PDF - same issue..

 

[KyriacosS_3CX]

The description of the document/knowledge source maters, as it works as an index for the agent to know to look there - and always give it a few minutes after uploading before checking if it's pulling the info it should - just to be sure it's got fully processed.

 

[admin@adamequipment]

Does it need to be more descrriptive than this?
When the AI answers it just says it does not have live stock data but can put me through to someone who can answer my question.

Sample from docx file in knowledge source:

 

[KyriacosS_3CX]

It might not be able to parse the table properly in docx/pdf - perhaps if given as a plain text CSV?

This worked for me:


&



And just in case:

 

[jim@valley-tel]

I am having some interesting results. I have uploaded our addresses and labor rates in separate knowledge source documents in .txt format.. When I ask for the address the AI is making up an address that is not even in the same state! It is also doing the same thing for labor rates. It is quoting a labor rate that is made up. Not close to the rates listed in the knowledge source. I have tried it with gpt-realtime and both GPT-4o and gpt-5-mini.When I ask the AI where this information is coming from it says the company profile and the company knowledge source. Is this what they call an AI hallucination?

 

[KyriacosS_3CX]

Hi,

When adding these docs, what was EACH knowledge source named/described as? That is the index for the bots to find the info. Let me demonstrate:

Very fresh!

 

[jim@valley-tel]

I have located the issue and your video was very helpful. Please disregard my earlier post.

Thank you!

 

[KyriacosS_3CX]

@jim@valley-tel I saw that post first, still glad it seems to be going better. Would appreciate when you have the time if you mention it's ok on that one too. Helps people searching later.