Chatbot for company documents

The knowledge base bot answers questions based on your documents: instructions, regulations, prices, conditions, technical documentation. It is needed where the answer exists, but it takes a long time to find it - new employees, support service, partners, customers.

The difference with open AI is fundamental: it looks for an answer only in your database and shows from which document it is taken. If there is no answer, he says so, and does not invent a plausible text.

The greatest benefit is usually not where it is expected. Companies order a bot for customers, and the greatest effect is achieved internally: experienced employees cease to be a "help desk" for the rest of the team.

What can be loaded into the database

Instructions and regulations, job procedures, prices and conditions, contractual templates, technical descriptions of products, history of typical questions. The format is usually not a problem: documents, tables, website pages.

The other thing is more important — relevance. The base must be kept in order: an outdated regulation will give an outdated answer, and the bot will no longer be trusted. Therefore, we immediately agree on who is responsible for the update.

Preparation of documents

Half of the work is not technical. Documents often duplicate each other, contradict each other, or describe a process that no longer exists. We go through the database with you: we clean duplicates, we notice outdated ones, we divide long files into topics.

After that, the bot gives accurate answers, and the company receives a side but valuable result - organized documentation.

Internal use

The greatest effect is on the adaptation of new people and on support. Instead of "ask Olya", the employee receives an exact answer in seconds, with a link to the document.

This relieves the burden on experienced employees, who otherwise spend half the day answering the same questions, and shortens the time it takes a novice to get up to speed.

• Answers with reference to the source.
• Delineation of access by roles.
• Issue logs: you can see what is missing in the database.
• Updating the base without reworking the bot.

External use

For customers and partners — conditions, guarantees, terms, statuses, instructions for use. Here it is especially important to limit what the bot has the right to assert and leave the quick transition to a human.

For the affiliate network, the bot often replaces long letters with explanations: the dealer himself finds the terms, balances or order order.

Access and security

Not all documents are equally open. We divide the base by roles: the client sees public, the employee sees work, the manager sees everything. Access is tied to your authorization method.

Separately, we record what does not enter the database at all: personal data of customers, financial documents, contracts with commercial secrets, if the task does not require it.

How to measure benefits

We look at the number of questions, the share of those where the bot answered without a human, and the list of questions where no answer was found.

The latter is the most valuable: it shows real gaps in the documentation and regularly turns into a to-do list for the manager.