An assistant that answers from your knowledge
A bot wired to a general model invents answers.
An assistant wired to your documentation, price list and ticket history answers, or says it doesn't know — and that is the whole difference.
Who this is for
- Support teams answering the same question for the thousandth time
- Companies with extensive product documentation customers can't navigate
- Teams where onboarding a new support person takes months
What it covers
- Answers grounded in your sources
The assistant answers from specific documents and shows which.
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Without that there is no way to verify an answer or fix it at source, and without the ability to fix it the rollout dies within a month.
- Explicit limits
A list of subjects the assistant does not touch — individual pricing, contractual commitments, complaints.
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"I don't know, passing this on" is a correct answer and has to be a designed one.
- Hand-off with context
When the assistant can't cope, the conversation reaches a person along with its history rather than starting again.
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Otherwise the bot adds work instead of removing it.
- Measurement from day one
Share of conversations closed without a person, subjects handed off most often, answers marked wrong.
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Without those figures there is no way to say whether the rollout is worth it — and that question arrives after a quarter.
In depth
Where we start
By exporting the last few months of tickets and counting how many are variants of the same question. That figure decides whether the project makes sense — and it can be known before any quote.
When we advise against it
When customers' questions are different every time, when the documentation is out of date, or when answering requires checking something in a system the assistant cannot reach. In all three cases it adds work rather than removing it.
Questions about this scope
Can the assistant make an answer up?
A language model always can. That is why we build it to answer only from supplied sources and show them, and to have sensitive subjects cut off by a rule rather than by a request in a prompt. The risk drops to a level you can control — not to zero, and we say so.
How much content is needed for this to work?
Less than people assume, but it has to be current. Thirty good pages of documentation work better than three hundred out-of-date ones, because the assistant will reproduce the errors too.
Will it replace the support team?
No, and we don't sell it that way. The real effect is removing repeat questions so the team handles the cases that genuinely need a person.
The parent service and related scopes
Got an idea? Let's talk.
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