The structured information about a business that an agent answers from: services, prices, hours, policies, processes, coverage areas, and tone.
This is the substance of the “intelligence first” idea. An agent is only as good as the business knowledge it's given — the same way a new employee is only as good as their training.
Capturing business knowledge is the real work of setup: writing down what the business does, what it charges, how it answers, what it promises, and how it sounds. Skip this and you get a chatbot that guesses.
Business knowledge also needs maintenance: when prices change or services are added, the agent's knowledge must change too. That's the ongoing discipline.
In South Africa, business knowledge means ZAR prices, suburbs and coverage areas, load-shedding-aware policies and the customer's language. An agent grounded in that knowledge is local in the way that matters; one grounded in nothing is a liability.