Where the work gets stuck
A customer or applicant may need a specific policy detail rather than a general explanation. Chatbase can help people find current information by asking questions, but the assistant still needs enough context. Have it ask for clarification when the answer depends on the programme, region, or product.
What to prepare
- Questions that depend on a product, region, or programme
- The relevant current policy material
- Rules for clarifying ambiguous requests
Follow these steps
- Identify where different answers share similar wording.
- Label the sources clearly and configure the assistant to clarify the missing context.
- Test short, vague requests as well as complete questions.
- Send questions about missing information or individual cases to the appropriate team.
An example from everyday work
“When is the deadline?” could refer to several application intakes. The assistant should ask which programme or intake the person means before giving a date. A quick answer for the wrong intake is worse than a brief clarification.
When your team should take over
Do not treat confident phrasing as evidence that the right source was used. Check the answer against the programme, date, and conditions in the original material.
How to check the results
- Answers based on the correct product, region, or programme
- Clarifications that led to a useful answer
- Repeat contacts caused by incomplete or wrong answers
Your next step
Save ambiguous questions in the test set. They reveal more about everyday usability than a list of perfectly phrased prompts.