Gather the information customers actually need
Start with current service descriptions, opening hours, contact routes, policies, and frequently asked questions. Include the exceptions that regularly cause confusion.
Resolve conflicting information
If two documents give different answers, decide which one is authoritative before connecting them to an assistant. Assign an owner and a review date to important information.
Define the boundaries
Write down what the assistant may answer, what it should ask, and what must go to a person. Make the escalation route clear for both the customer and your team.
Use approved data
Only connect information authorized for the intended use. Review access permissions, data handling, and retention with the relevant people in your organization.
Keep the knowledge current
Products, people, and policies change. Agree who will update the information and how changes will be tested. An assistant needs ongoing ownership, just like the website it supports.
Explore the related solution or talk with the CGS team about your business.