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Answer customer questions from your product manuals

Customers ask questions your manuals already answer, but finding the right page takes time. This app searches the manuals, finds the passage that answers the question, and drafts a reply with that passage shown beside it.

For the support deskCross-domain

Why it matters

Today's manual process, and the same job with the app

A support desk at a software company, working from its own product manuals.

✕Today's manual process

1Read the question and guess which manual might have the answer.
2Search the manuals page by page, hoping the right words were used.
3Write the reply from memory, hoping the quote is right.
4Miss the real answer and the customer gets an incomplete or wrong reply.
Every question searched manually

✓With the app

1The question is read and the manuals are searched for the passage that answers it.
2The best passages are found ranked, so the closest match comes first.
3The reply is drafted with the exact passage quoted beside it.
4If the answer isn't there it says so, instead of guessing.
Every answer arrives with its source

See it work

One real case, read by the app, step by step

A reader asks why SQLite can't be compared to client/server databases, and gets an answer with the passage it used shown beside it.

Answer customer questions from your product manualsReference appBuilt to be shaped to your process
  1. 1The question typed in by the reader.
  2. 2The top passage ranked highest among the passages the app searched.
  3. 3The answer drafted with its two source passages marked.
  4. 4The second source the other passage the answer's citation points to.

For engineers

How it is built, and how we measured it

All fourteen steps of the build are written up, from the business case to running it in your own environment.

Kit overview →
45 of 50questions answered correctlymeasured in 06 Evals →
49 of 50right document foundmeasured in 06 Evals →
37 of 50answers with the quote shownmeasured in 06 Evals →
1.3¢to answer all 50 questionsmeasured in 07 Unit cost →

The build, step by step

14 steps

Make it yours

What you see is a reference app. We shape it to how you work.

Every part of it is built to change, and none of it means starting over.

Your rulesWhich documents count as sources, and how confident an answer must be before it's shown.
Your recordsYour own manuals, policies, contracts and runbooks, in the formats you already keep them.
Your systemsReads from your document store or shared drive; answers can post back to your help desk.
Your screensThe question box, the passage list and the wording your own team already uses.

Want this for your team?

Talk to us

We can run this on your own documents, connected to where you keep them, inside your environment.

Talk to us →
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