How it works
The customer's question comes in, the system searches the knowledge base for the passages most similar to it and hands those passages to the language model along with the question. The model writes the answer using what it received.
Quality depends on the knowledge base: outdated or contradictory information becomes an outdated or contradictory answer.
Where it's used in sales and customer service
In any answer that depends on the company's own information:
- Questions about product, terms and timelines in customer service
- The sales agent's answers during qualification
- Support for sales reps, who can look up policies and materials without leaving the conversation