Where the work gets stuck
Common questions make useful tests when the answers are current and approved. Review support records to find the routine information people need, then test how Chatbase answers those questions. Keep private details out, and do not treat a special case as a general rule.
What to prepare
- Repeat questions with private details removed
- Approved answers and relevant source pages
- A process for questions that reveal missing information
Follow these steps
- Group similar questions and separate routine information from personal cases.
- Create or fix the approved answer for each routine group.
- Add the sources and test different ways of asking each question.
- Review repeat contacts and update the source when an answer proves incomplete.
An example from everyday work
If applicants repeatedly ask whether a fee covers learning materials, clarify that condition in the official course information. The agent can then use the maintained answer instead of guessing from an old brochure.
When your team should take over
A lower ticket count alone is not proof of improvement. Check whether people received the answer, found the next step, and could reach staff if needed.
How to check the results
- Correct answers across varied question wording
- Repeat contacts about the same unresolved issue
- Time saved after including source updates and answer reviews
Your next step
Give unanswered questions to the person responsible for the sources. Use them to improve both the assistant and the public information.