It has read your paperwork
Agents quote your returns policy and your manuals, and tell you which line they used.
Seven documents became 14 passages
Fernway gave it six policies and one PDF manual. PDFs, Word files, spreadsheets and web pages are read and indexed on your machine, and nothing is uploaded anywhere.
- Returns and refunds.md: 2 passages
- Damaged in transit.md: 2 passages
- Shipping and delivery.md: 2 passages
- Warranty.md: 1 passage
- Payments and financing.md: 2 passages
- FAQ.md: 2 passages
- Commuter C2 owner's manual.pdf: 3 passages
14 passages your agents can quote
Every passage gets a score
This is the real result for one question on the test day. Passages under the 0.50 bar are never used, so when nothing scores high enough the agent hands the question to a person.
Can I return my e-bike after 30 days?
- Returns and refunds, 1.00: You can return anything you bought from us within 30 days of delivery, for any reason.
- Warranty, 0.82: Every Fernway e-bike and accessory comes with our warranty, counted from the day it was delivered. You don't need to register.
- Damaged in transit, 0.24: ...Keep or recycle the damaged one; there is no need to send it back.
0.50 bar: nothing below is used
Below 0.50, it says it doesn't know
On the test day that happened once: a customer asked about electric scooters, which the documents don't cover.
What happens to a question it can't answer
The customer is told
They hear that a colleague will answer.
The question is logged
It appears in Knowledge, under the questions your documents don't cover.
You write the answer once
Press Write an answer. It's used from the next conversation.
Where to look
Put someone on the board
Download for Windows228 MB. Windows 10 or later, 64-bit.