Feature Introduction
Generic chatbots are common, but your customers don't ask generic questions. They ask, "Does the store deliver on Sundays?", "Is size M in blue in stock?", "What is the shop's return policy?". A bot with no knowledge of your business will answer incorrectly, or worse — fabricate an answer, causing customers to lose trust from the very first message.
Now your AI chatbot answers from your own documents.
You upload documents (policies, price lists, FAQs, product guides), the system processes them, and allows the bot to search and answer accurately based on that content — combining semantic and keyword search to find the closest answer. You can enable/disable specific bot capabilities, and the bot can perform real tasks for customers: track orders, check inventory, create support tickets, book appointments — within safe limits, respecting privacy.
Problems Businesses Face
| Old Method | Consequences |
|---|---|
| Generic bot knows nothing about your business | Incorrect or fabricated answers, customer distrust |
| Staff must be on chat 24/7 for repetitive questions | High labor costs, slow response outside business hours, lost customers |
| Inconsistent answers from different staff members | Misinformation, complaints |
| Bot cannot perform real tasks (order lookup, stock check) | Still requires human intervention, no immediate resolution |
With Knowledge Sources, the bot answers based on the exact documents you provide and can perform real tasks — reducing the burden on staff while maintaining quality.
Key Features
1. Upload Documents — Bot Learns from Your Exact Content
- Multiple Document Types: policies, price lists, FAQs, product guides — upload them and the system processes them automatically.
- Background Processing: documents are loaded and prepared for bot retrieval; you don't need to do anything further.
- Easy Updates: bot answers incorrectly or incompletely? Add more documents, and the bot will update its answers.
2. Most Accurate Answers — Combines Semantic and Keyword Search
- Semantic Search: understands the intent of the question even if the customer uses different wording than in the documents.
- Keyword Integration: accurately captures specific terminology, product codes, and policy names.
- Answers Based on Documents: the bot retrieves answers from the content you provide instead of fabricating them.
3. Enable/Disable Bot Capabilities
- Control What the Bot Can Do: enable/disable specific capability groups so the bot only performs actions you permit.
- Secure by Permissions: lookup actions respect the data scope of the account owner, preventing information leakage beyond that scope.
4. Bot Performs Real Tasks for Customers
| Customer Asks | Bot Does |
|---|---|
| "Where is my order?" | Looks up the order and provides its actual status |
| "Is size M in blue in stock?" | Checks inventory and provides an accurate answer |
| "I want to book a table for Saturday night" | Books a table for the customer |
| "I need help with a return" | Creates a support ticket and shares the policy |
Benefits for Your Business
| Feature | Real Benefits for You |
|---|---|
| Bot answers from your documents | Business-accurate, no fabrications, builds customer trust |
| Combined semantic + keyword search | More precise answers, even when customers ask differently |
| Enable/disable capabilities as needed | Control bot actions within permitted scope, data security |
| Bot looks up orders/checks stock/creates tickets/books appointments | Resolves customer issues instantly, reduces staff workload |
| 24/7 automated service | Instant responses outside business hours, no lost customers due to long waits |
Who Is It For?
- Online Shops receiving numerous repetitive questions about products, inventory, orders, and returns.
- Restaurants and Service Providers who want a bot to automate bookings and appointments.
- Businesses with Clear Documentation and Policies that want their bot to provide accurate information instead of generic responses.
How to Get Started?
Go to the AI Chatbot configuration section, open Knowledge Sources, upload your documents, and enable the capabilities you want the bot to handle. See step-by-step instructions in the article "Guide to Setting Up Knowledge Sources for AI Chatbot on GTG CRM".
Free Trial — no credit card required.
