Every answer needs a reliable source, an owner, and a reason to be reviewed.
Map the existing sources
List your policy pages, product guides, internal support notes, and FAQ entries. Identify duplicate answers and conflicting information. Choose the authoritative source for each topic before adding more content.
Write around one customer question
Give each entry a clear question and a direct answer. Include conditions that change the answer: destination, product type, order state, or purchase date. Link to the relevant source when more detail is needed.
For example, ‘Can I return a sale item?’ needs the sale-item rule and any exclusions. A general paragraph about customer happiness will not answer it.
Assign ownership
Keep an owner and review trigger for each area. Delivery changes belong to an operations owner; product details belong to someone who can verify the catalog. Review entries when the underlying policy changes, as well as on a regular schedule.
Test the result in a conversation
Ask the question naturally, with a variant and a follow-up. Check that the assistant includes the important conditions and that its links work. Use unanswered real conversations to decide what to add next.
- One clear question
- A direct answer
- Relevant conditions and exceptions
- An authoritative source
- An owner and a review trigger
See the experience for yourself.
Bring a shopper question to the interactive demo.
Try a conversation