FAQ and responses

The agent does not read a whole document to answer one question. Documents are broken into question and answer pairs, and the agent searches those by meaning rather than by keyword, so a customer asking “can I get my money back” finds an answer written about refunds.

Where pairs come from

• Documents you added, split into pairs automatically.
• Resolved conversations, where a person already answered the question well.

Editing pairs

Learning from resolved conversations

After a conversation is resolved, it can be turned into new pairs, so the agent gets better at the questions your customers actually ask.