AI Knowledge Assistants
AI customer support assistant
Help customers find answers from your approved support knowledge, with references where they help and a hand-off to a person when the assistant does not know.
The problem
The same questions, every day
Support answers questions that are already in the help centre.
Customers wait for simple answers
Easy questions queue behind hard ones.
What is included
Your approved knowledge
Answers come from the help centre and documents you approve.
References
Answers refer to the article they came from where that helps.
Clear disclosure
Customers are told they are talking to an AI assistant.
Escalation
Questions it cannot answer go to a person, with the conversation so far.
An example, step by step
Input
A customer question
My parcel was marked delivered but I did not receive it. What should I do?
- Search the approved help articles for the matching policy.
- Answer with the steps from the policy and a link to the article it came from.
- If the policy does not cover it, or the customer asks for a person, hand over with the conversation.
Output
Answer, source or hand-off
A short answer with a link to the missing-parcel article; a question about a refund over the agreed limit goes to a person instead.
How it works
A customer asks
The question arrives in the chat or form on your site.
The assistant searches and answers
It finds the relevant passages and answers from them.
A person takes over when needed
Unclear or sensitive questions are handed to your team.
What you receive
A support assistant
Connected to your approved knowledge, on your site.
An evaluation
Results on a set of real questions before launch.
A list of unanswered questions
What customers asked that the knowledge does not cover yet.
What it works with
Your approved support content
Help articles, policies and FAQs you choose.
Your support channel
Website chat or helpdesk where the assistant is placed; named once confirmed.
Your hand-off process
How a conversation reaches a person, and when.
How we check it works
Grounded answers
A set of known questions checks that answers follow the approved content and cite it.
Unanswered questions
Questions it could not answer are listed, so content gaps can be filled.
Hand-off works
Requests for a person, and topics on the hand-off list, reach a person in testing.
What to keep in mind
- The assistant answers from your knowledge; gaps in it show up as questions it cannot answer.
- It can still be wrong; references and escalation let customers and your team check.
What shapes the scope and quote
- How much support content there is and how current it is.
- The number of languages and channels.
- How the hand-off connects to your current support tools.
Results
Results from client projects
Published only with each client's approval.
Frequently asked questions
Will customers know it is an AI?
Yes. The assistant says it is an AI assistant and offers a person when it cannot help.
What if the answer is not in our documents?
It says it does not know and hands the question to your team, so you can add the missing information.
Can it look up a customer's order?
Only if you choose to connect it and agree what it may see. A first version usually answers from your help content only.
What if our help articles are out of date?
The assistant answers from what you approve, so outdated content gives outdated answers. The evaluation shows where articles need updating.
Learn more
Document Q&A walkthrough
How an assistant answers from documents, and what it does when they do not hold the answer.
How we work
How Wishfy works: discover, design, build, and measure and improve, for search visibility, automation and knowledge assistants.
Security & data
How Wishfy handles client data: a GDPR processing agreement, EU/EEA processing by default, no training on your data, and deletion at the end.
Other services in AI Knowledge Assistants
Internal knowledge search
One place to ask questions across the company knowledge your team may access.
Document Q&A with sources
Questions about your documents, answered with the passages that support them.
Private knowledge AI
Knowledge assistants designed around your data location, access and provider requirements.