Give your agents something solid to say.
Bring business websites and documents into the knowledge behind voice and chat. Review the information your agents rely on.
Business knowledge
A clearer source. A more useful answer.
Moving from scattered knowledge bases?
A clearer source of business context for your agents.
Maintaining separate knowledge in each channel creates another place for answers to drift. Start with the client’s sources and use them deliberately.
What you can work with.
Start from a website
Bring in the business content your client already has. Review the pages, services and policies that should inform the agent.
Add the missing detail
Use documents and written knowledge for information that is not on the public site. Keep internal guidance distinct from public facts.
Review before relying
Check source quality, stale details and contradictions. An agent cannot repair an incorrect opening-hours page by sounding confident.
Test the gaps
Ask questions the source does not answer. Decide whether the agent should clarify, decline to guess or involve a person.
For the details people
Look under the surface.
Useful questions for your technical evaluation.
- Sources
- Web content, documents and configured business knowledge.
- Scope
- Separate client context and agent access.
- Quality
- Source review and answer evaluation.
- Maintenance
- Re-check knowledge when the business changes.
Bring the difficult case.
Choose a fact that recently changed and one the client never published. Test how the agent treats both.
Plan a useful evaluationThe work around knowledge.
Make it work for your clients.
Build the agent. Connect the work. Make it yours.
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