Answer customer questions from your own documents

A customer asks about your return window. The policy is in a PDF. The exception for wholesale customers is in an email from March. The one person who remembers both is on holiday.

So the same two people field every awkward question, or someone answers from memory and sometimes gets it wrong. Each reply costs time, and the answers drift from one person to the next.

1. You pick the documents: price lists, policies, service notes, and past replies you are happy with.
2. We turn the way you answer into a written skill in your own GitHub repository, next to those documents.
3. A question comes in. The agent finds the matching passages and drafts a reply that names the document it used.
4. A staff member reads the draft, corrects anything wrong and sends it.
5. The corrections show you which document is out of date or missing, so you fix the source.

The agent never sends anything itself. Starting this way keeps mistakes away from customers, and your staff's edits tell you how good the drafts are.

Some documents are not for customers: your margins, staff pay, other clients' details. Whatever the agent can read, it can repeat, so do not rely on it to hold something back.

• Give the agent only documents that are safe to show a customer.
• Keep staff-only files in a separate folder that the agent never sees.
• Have the agent say it cannot find the answer, and pass the question to a person, when your documents do not settle it.
• Read every draft until the corrections dry up, then keep spot-checking a few each week.

• How often staff send the draft with no changes, and how often they rewrite it.
• How long a reply takes, from the question arriving to the customer being answered.
• How often the customer comes back with the same question. A chat that ends is not a question solved.

Test the agent on real past questions before customers see its work.