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A.I. Commerce Studio

Tools · Agents

Knowledge Assistant

Answers questions from employees (and from the other agents) only from approved documents, citing the source.

  • Risk level: Medium
  • Implementation complexity: Medium
  • Performs tasks
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Departments and use cases

  • IT and internal knowledge — Documentation, procedures and internal help.
  • Customer support — Tickets, e-mail, chat and common questions.
  • HR — Policies, employee questions, schedules and documents.
  • Operations — Orders, documents, processes and reports.

Human approval

Minimum: Sample review

A person checks a sample of the results afterwards.

A knowledge owner reviews a sample of answers and keeps the documents up to date.

Where a person approves

  • The knowledge owner reviews a sample of the answers

Inputs

  • Approved documents and procedures
  • Questions from employees or agents

Outputs

  • Answer with a source
  • “I don't know” when there is no source
  • List of missing topics

Prerequisites

  • Selected, current documents
  • Document-level access permissions
  • A knowledge base owner

Main risks

  • An answer from an outdated document
  • Access to a document without the right permission

Required data

  • Knowledge base
  • Document storage

Integrations needed for implementation

  • E-mail, calendar and chatMailboxes, calendars and messaging.
  • Documents and knowledgerequiredDocument stores and knowledge bases.

Chat and messaging

Risk level

Medium

Works with personal data or acts externally — rules and review are needed.

Data: Internal documents — access follows the user's permissions.

Implementation complexity

Medium

Dependencies: None

Example workflows

Illustrative examples — they show the order of steps, not a working integration.

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