Solution
Give Customers and Teams Instant, Reliable Answers.
Deploy assistants grounded in your own documentation, policies and systems, with clear escalation to people.
Who this is for
Support, sales and internal-operations teams that answer the same questions from documented sources every day.
The problem
Answers depend on who replies, after-hours questions wait, and a generic chatbot that guesses is worse than none. The risk is confident wrong answers.
Example workflow: grounded customer-support assistant
Step 1
Sources
Approved documents such as help articles, policies and product sheets are indexed. Drafts and internal notes are excluded.
Step 2
Question
The assistant finds the relevant passages and answers only from them, linking the source.
Step 3
Uncertainty
If confidence is low or no source matches, it says so and offers a person rather than guessing.
Step 4
Escalation
Handover passes the conversation and the question to your helpdesk queue.
Step 5
Evaluation
A fixed test set of real questions is re-run after each content or model change, and conversations are sampled weekly.
Inputs we need
- Approved knowledge sources and owners
- Topics the assistant must refuse
- Escalation hours and queues
- A set of real past questions for testing
Systems involved
- Website or WhatsApp channel
- Helpdesk platform
- Document storage or wiki
- CRM (for sales qualification)
What you get
- Answers with source links
- Escalated tickets with full context
- Unanswered-question report for content owners
Exception handling
- No matching source: states it cannot answer and offers a person
- Account-specific question: requires sign-in or routes to staff
- Sensitive topic (complaint, legal, medical, financial advice): goes straight to a person
- Source updated: re-indexed and re-tested before going live
Permissions
- Public assistant reads public sources only
- Internal assistant follows the user's existing document permissions
- Conversation logs are visible to named reviewers only
Included
- Source selection and indexing
- Answer rules, refusals and escalation
- Evaluation test set and review routine
- Channel integration
Not included
- Writing your knowledge base from scratch (we can scope it separately)
- Unsupervised actions such as refunds or account changes
- Guaranteed accuracy rates
What affects cost
- Number and format of sources
- Channels to deploy on
- Whether answers need account data
- Review and evaluation effort
Illustrative example
An internal policy assistant answers leave and expense questions from the current handbook. Anything about a personal case routes to HR. Questions it could not answer become a monthly list for the handbook owner.
FAQs
AI Assistants and Chatbots: common questions
Will it make things up?
It is set to answer only from your sources and to say when it cannot. We test this with your real questions before launch and keep testing after.
Can it access customer accounts?
Only when the person is signed in and the permission is designed in. Many first releases deliberately exclude account data.
How do people reach a human?
They can ask at any time, and the assistant offers a person whenever it is unsure or the topic is sensitive.
Who keeps the content current?
A named content owner on your side. The unanswered-question report shows them what is missing.
Is our data used to train public models?
We use providers and settings that do not train on your data, and we confirm this in writing for your chosen setup.
Related services
Industries
Further reading
Discuss ai assistants and chatbots for your team
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