Where the work gets stuck
A knowledge assistant is most useful after hours when the request is about stable public information. Chatbase can support that access, while staff remain responsible for cases that require judgement or a live system. Design both paths before publishing.
What to prepare
- Current public answers and support hours
- A clear way to contact staff about unusual requests
- Questions the assistant is not authorised to decide
Follow these steps
- Choose routine questions that can be answered from sources kept up to date.
- Test the answers and the instruction to stop when information is missing.
- Explain how to reach staff about an individual case or an unanswered question.
- Review after-hours conversations and staff follow-ups during the next working period.
An example from everyday work
A prospective student can ask about a published course timetable at night. An individual request about an application outcome needs the admissions team. A shopper can read the returns rule while a disputed refund waits for authorised staff.
When your team should take over
An assistant being available does not guarantee that every request will be resolved. Private records, approvals, and urgent matters need an approved process beyond a public chat assistant.
How to check the results
- Correct routine answers outside support hours
- Exceptions routed with enough context
- Unresolved requests that returned the next day
Your next step
During the trial, test how requests reach staff when the office is closed. This is an important part of the customer's experience, alongside the automatic answer.