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Garbage In, Garbage Out: Building a Knowledge Base Your Voice Agent Won't Hallucinate From
The chunking strategy, freshness policy, and source-of-truth rules that separate trustworthy AI agents from confidently-wrong ones.
Mei Tanaka, Head of Product·February 8, 2026· 8 min read
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Chunk sizes
800–1200 tokens with 15% overlap. Smaller chunks lose context; larger ones lose retrieval precision.
Freshness
Tag every chunk with a TTL. Anything older than 90 days requires re-verification before the agent quotes it.
Source-of-truth ladder
- Product DB (real-time)
- KB articles (cached, TTL'd)
- Policy docs (cached, TTL'd)
- Anything else → the agent must say "let me check with a teammate", not guess.