The bot searches your published articles, formulates a fitting answer, and cites the source. If it finds nothing reliable, it doesn't guess – it hands off cleanly to a human.
The key capabilities of this feature at a glance.
Every answer shows which help article it came from – verifiable, not invented.
Without a solid basis the bot hands off rather than making something up.
Complex or emotional cases land with the team automatically.
Routine questions answered in seconds, even at night.
What happens behind the scenes – in three steps.
The message is semantically matched against your knowledge base (RAG).
The most relevant published articles are loaded as context.
If something fits, the bot answers with a source – otherwise it passes to a human.