Why we set this up

As the product grew, the same customer question could receive different quality depending on who answered it. We reduced that drift by combining ready replies, knowledge base documents, and follow-up rules in one response layer.

What changed?

• We grouped recurring questions into reusable ready replies.
• We moved service, pricing, and process details into a structured knowledge base.
• We let the AI ask short follow-up questions when key context was missing.

What improved?

The first answer now goes out faster, teams stay closer to the same tone, and human takeover is easier to spot when the conversation needs it.

You can continue with features and pricing for more context.