Voice AI Knowledgebase Optimization

Hi all! Quick question that I have not been able to resolve on my end. For the knowledgebase, how do I properly ensure voice ai is pulling the knowledgebase data correctly, if at all? I am using plain text for my Q and A as I've read to do before, and voice is enabled for my KB. SMS Chat is working great, but voice ai is confused/seems to just be making up answers? Do we need to use a third party software to integrate the data? I've read that as well from much older posts.

Thanks alot!

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