Find what customers still need explained.
Repeated questions and unresolved topics show where the knowledge is thin or difficult to use.
Review before updating.
A person checks the answer and changes approved business information. Recorded conversations inform the work; they are not automatic model training.
Check the next conversation.
Use representative examples to see whether the information answers the right question and whether the handover is useful.
A repeated question becomes a knowledge update
Customers repeatedly ask whether a particular application is supported. Review the conversations and check the answer with the business owner. Update the approved information, then use representative questions to see whether the answer and handover have become more useful.
- Signal
- A repeated question or an unresolved topic
- Review
- A person confirms the correct business information
- Update
- The approved knowledge used in the conversation
- Check
- The answer remains relevant across representative wording
Illustrative business scenario