HL-05Researched, not yet run by us
Customer FAQ replies
Answer common questions from your own written answers and pass the rest to you.
You answer the same five questions all week.
The job at a glance
- Starts when
- A customer asks a question by chat, email or social message
- Autonomy
- Auto-answers from approved text only
- Human check
- Answers that quote your written policy can send on their own. Anything about refunds, safety or legal terms goes to you.
What happens, step by step
- Search your own FAQ and policy text for the answer.
- Reply only if the answer is in your text, with a link to the source.
- If it is not, say you will get back to them and notify you.
- Log unanswered questions so you can add them to the FAQ.
Two ways to set it up
No-code route
A chat widget or inbox tool that answers from a document you upload.
Agent route
An agent limited to your help pages with a hard rule to escalate when the page does not cover the question.
Where it can go wrong
- Makes up a policy that sounds right.
- Answers a refund question it should have escalated.
- Keeps repeating an out-of-date price.
What it could cost to run
An estimate for the AI model step only. The starting numbers are our assumptions for this job, and the prices are examples. Replace them with your own volume and your provider's current rates. Automation tool subscriptions are not included.
Per run
$0.00
$0.00
Per month
$0.00
$0.00
Start small
- Write your top ten answers first.
- Tell it to say 'I'm not sure' when the text is silent.
- Read every escalation for the first month.
Questions people ask
Will an AI chatbot make up answers?
It can, which is why it should only answer from your own text and escalate everything else.
What should never be automated here?
Refunds, complaints, safety questions and anything legal. Send those to a person.