Index
Automating responses on an adversarial basis magnifies the content problem. Before implementing search or AI, it is necessary to define sources, responsible parties and update criteria.
How to evaluate this decision
Inventory existing questions and answers, identifying old versions and incomplete instructions. Organize each content by task and audience. Record who can approve changes and when a response needs review. Internal knowledge can support the agent without being appropriate for sending directly to the customer; this difference must be explicit.
Criteria for comparing proposals
- Authority: indicate source and person responsible for validating procedures, prices or conditions mentioned.
- Scope: separate public, internal and restricted content by customer or product.
- Maintenance: remove outdated guidelines from current use, maintaining history when necessary.
A scenario to discuss with the supplier
Hypothetical example: two articles describe different procedures for the same product. Automation should not choose randomly; First you need to define which version applies to each situation.
What to validate upon delivery
Select real questions and check if the database allows you to respond with sufficient and up-to-date instructions. Record gaps and contradictions before using the material in automated responses.
Prepare the conversation about the project
Quantum9 can organize the content and implement your query. Bring existing sources, responsible parties and recurring questions. The project must include a review process that continues to work after implementation.
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