Your team answers the same questions every day
Starting point
The answers already exist, in a FAQ, procedures, product sheets or policies. But they are scattered, and the team ends up answering the same questions one by one.
A generic chatbot does not know your rules, and an approximate answer can do more harm than no answer at all.
The solution we can build
A chatbot connected to the documents you choose. It looks up the relevant passages before answering, shows its sources and stays within the topics you define. When a question is outside its scope, or the person asks to speak to someone, the conversation goes to your team with its context.
Essential features
- Selection and preparation of the documents the chatbot may use
- Answers that cite the passages they rely on
- Scope rules: topics covered and topics declined
- Handoff to a person with the conversation history
- Integration into your website, client portal or internal tools
- Conversation reviews to improve content and answers
Expected benefits
- Fewer repetitive questions for the team
- Answers available outside business hours
- Consistent answers based on your own content
- A view of the questions people actually ask
Indicators to track
These measures let us check with you whether the solution has the intended effect.
- Resolved without handoff
- Share of conversations closed without being passed to the team.
- Handoffs
- Conversations passed to a person, and why.
- Answer quality
- Answers rated useful, or flagged as incorrect during reviews.
Does this look like your situation?
Describe your context. The first conversation is about understanding your situation and finding a suitable next step.