Training a Customer Support Agent on Your Company Data

Written by

Emmett Miller

Last updated

Oct 10, 2025

Pod lets you train AI agents on your company’s knowledge so they can answer customer questions accurately and naturally. Instead of giving generic responses, your agent will reference your real product documentation, FAQs, or policies — acting like a true member of your team.

Steps to Train Your Support Agent

1. Create or select your agent
2. Start with either an inbound or outbound agent depending on how you want customers to interact. 👉 Learn how to create an inbound agent 👉 Learn how to create an outbound agent
3. Navigate to the Knowledge tab
4. In your agent dashboard, open the Knowledge tab to begin uploading or linking your company data. 👉 Learn how to connect your knowledge base
5. Add your company data
6. Upload files like PDFs, Word docs, or text documents.
7. Paste key information directly into the editor.
8. Add links to web pages (like your Help Center or policy pages).
9. Organize your content
10. Structure the information so it’s easy for the agent to retrieve the right answer. Group FAQs, product details, and policies clearly.
11. Test your support agent
12. Use the Playground to ask real customer questions and confirm the answers are accurate. 👉 Learn how to test your agent
13. Deploy to your customers
14. Connect a phone number so customers can call, or integrate with your IVR, website, or CRM. 👉 Learn how to connect a phone number

Benefits of Training with Your Company Data

• Accurate answers — customers hear responses tailored to your business, not generic ones.
• Faster onboarding — new agents don’t need to memorize everything — they learn from your docs.
• Consistency — every customer gets the same correct answer, no matter who calls.
• Scales support — handle hundreds of calls without adding headcount.

FAQ

What kinds of data can I upload?

You can upload documents, paste text, or link to web pages. Supported formats include PDF, DOCX, TXT, and more.

How often can I update the data?

As often as you’d like. Any changes are live as soon as you save them.

What if the AI can’t find the answer?

You can configure fallback options, like escalating to a team member or taking a message.