Which questions should it answer?
Collect ordinary customer questions about services, preparation, timing and the next step. Group them by the task the assistant supports. A public website assistant may explain service fit; a staff drafting tool may need approved response guidance and selected inquiry details.
Begin with a manageable set of questions. Where staff give different answers, ask the responsible person to settle the business position before adding material to the assistant.
Sources and the people who own them
For each topic, record the approved answer, its source and the person who keeps it current. Include service descriptions, current package terms, public contact details and the questions that require a custom review.
Separate active information from historical examples. An old proposal may contain a one-time discount or a client-specific commitment. It can be useful internally without being suitable as a general answer for a new visitor.
- Approved services and their limits.
- Information the customer should prepare.
- Working links and contact destinations.
- Questions that require staff judgment.
- An owner and review date for each changing topic.
Conflicting answers need a business decision
Look for differences between the website, sales documents and staff practice. One page may promise a response the current team cannot provide; another may describe an old package. Decide which statement is authoritative and update the underlying business source.
Avoid burying the correction in the assistant’s instructions while leaving public pages unchanged. Update the website and the assistant's source so they give the same answer. Keep the source material readable enough that a person can review it without specialized tools.
What the assistant must not guess
Missing information is not permission to improvise. A public assistant should not invent availability, guarantee a result or turn an example estimate into an approved price. Tell it how to explain the limit and guide the visitor to the next step.
Keep public knowledge distinct from private customer records. If the project later requires account-specific information, treat identity, permissions and access as a separate implementation decision. A customer’s message is context for a question; it is not authority to change the system’s rules.
Test the material in conversation
Ask the same question in several ordinary ways. Include an outdated offer, an ambiguous request and a subject outside the approved material. Check whether the assistant answers accurately, identifies missing information and offers the appropriate contact route.
Review failures as source or behavior problems. Sometimes the material is missing; sometimes the retrieval found the wrong passage; sometimes the response overstated what the source supported. Fix the underlying cause and repeat the example. Assign ongoing review so services, policies and contact details stay current.
