FAQ bot – what does it mean?

How it works

A solution like this looks for a keyword in the customer’s question and shows the ready-made answer assigned to it. It does not write new sentences: the answer is always a pre-written text.

If the question does not contain a keyword that is among the stored answers, the system has no answer. In that case the answer either stays empty or a predefined fallback message appears. The stored answers are written and maintained by a person.

An example at a company

The shopper writes: “returns”. In response, the system displays the ready-made returns text.

But if they ask, “the size is wrong, what should I do?”, the keyword matches nothing and there is no answer. The shopper is then left on their own, unless a fallback message has been set.

What this means for business leaders

A solution like this is enough if only a few, well-known questions come in. If the questions are more varied, the AI assistant writes answers from the knowledge base, so you do not need to write every question-and-answer pair in advance.

Ask the provider what happens when there is no match: does it hand over to a colleague, or is the customer left without an answer? The risk: the customer gets no answer and leaves.

How we do it

The assistant answers from your company’s own knowledge base, and the source is shown next to the answer. What there is no content for, it does not make up: it asks for the contact details and hands the question over to a colleague. It answers in the customer’s language, even if the knowledge base is in another language.

Onboarding is done by our team, and before go-live we check it with ten test questions.