Use case · Support
Answer the question before it becomes a ticket.
The assistant retrieves from your help centre, documentation and product pages, answers with citations, remembers the conversation, and refuses instead of guessing when the sources don't cover the question.
How the answer is built
Retrieval first
The question is rewritten into a search over your index with the same tenant and access filters; only retrieved passages reach the model.
Citations
Every answer returns its sources with titles and links, so a visitor can check and an agent can trust.
Permission-aware
Internal articles marked with an access list are never quoted to visitors who can't open them.
Keep improving
Feedback on answers
Thumbs up and down per answer, with the question and the snippet, for content owners to review.
Golden question sets
A fixed set of questions with expected documents, scored with nDCG and MRR after each content change.
Specifications
- Sources
- help centre, docs, product pages — any index
- Citations
- in every answer
- Without evidence
- says it couldn't find the answer
- Feedback
- thumbs up / down per answer
Before you start
- Your help-centre or docs URL (crawled via sitemap)
- 10–20 real customer questions for a golden set