Knowledge base gives no answer
The upload fails, the PDF isn't processed or the agent can't find an answer that is in the document.
The knowledge base splits your PDFs into sections and picks out the matching ones for each question. If the agent doesn't answer, the cause is almost always the document itself or the way the information appears in it.
The upload fails
| Message | Solution |
|---|---|
| Please select a PDF file. | Only PDF is accepted. Save Word or text files as PDF first |
| The file is too large. Maximum size: 15 MB. | Split the document or reduce embedded images. The text is what counts, not the images |
| Upload failed | Try again. If it keeps failing, check whether the PDF contains text, see below |
| The file limit has been reached | The Starter plan allows 5 files, the Pro plan 50. Delete outdated documents or combine small ones |
The PDF contains no readable text
The text in the PDF must be copyable. Processing stops with the code TEXT_EXTRACTION_FAILED if bhomy can't read any text. The three most common reasons:
- a scanned document without a text layer that consists only of images,
- a password-protected PDF,
- a damaged file.
How to test it: Open the PDF, select a line and paste it into a text field. If text arrives there, the PDF is readable. If nothing or garbled characters arrive, convert it with text recognition, for example in Adobe Acrobat, and upload it again. Remove password protection in your PDF program first.
The agent can't find an answer that is in the document
| Possible cause | Solution |
|---|---|
| The agent doesn't search at all | Tell it in the prompt when to look things up in the knowledge base, for example "Answer questions about prices from the knowledge base." |
| The information sits in a table without context | Add a sentence explaining the table, for example "The call-out fee within Hamburg is 39 euros." |
| The caller uses different words from the document | Add common terms and abbreviations to the text, for example "maintenance contract (also service contract)" |
| The answer is spread over several pages | Combine important answers in one section, for example as a question and answer |
| Two documents contradict each other | Delete the old version |
How to test it: In the audio test, ask the question in your customers' words. Main Logs shows whether the agent searched the knowledge base and which sections it found.
The agent states the wrong chapter or section number
The search finds outline numbers literally when the caller says them with a key word, such as "chapter 7", "point 2.3" or "section 12". If the number appears in the document without this word, for example just as "7." before a heading, add the word in the document.
Answers are out of date
The agent always uses the documents that are currently uploaded. Upload the new version and delete the old one via Delete document. The change applies from the next call.
Further help
Send us the name of the knowledge base, the question that wasn't answered and the time of the call, see Report a problem.
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