When the company already has the answers
The questions are repetitive. The answers already exist — in the help center, the docs, the policy PDF, the pricing page. Customers still wait, and the front line still retypes the same reply.
A company AI knowledge base is the layer that makes those sources answerable. Chatoo indexes what you approve, then uses that base on website chat and, on plans that include voice, on phone. It is built for companies that need their knowledge used in customer conversations, not for a separate search product bolted on later.
What belongs in the base
| Source | How it gets in | | --- | --- | | Website or docs site | Crawl a base URL, or add a single page | | Help center articles | Sync published articles into the same base | | Files and long docs | Upload a file; longer documents keep their section structure | | Policies and FAQs | Add text, or a question with the exact answer you want given | | Domain language | Keep a glossary so product terms are used the way your company uses them |
You choose what is in. Outdated pages, conflicting prices, and anything the agent must never promise stay out.
How an answer is produced
- A customer asks on chat or by phone.
- Chatoo searches the approved base. Factual questions can be retrieved even when the model does not explicitly call a search tool.
- Short material is matched as passages. Longer documents can be read by section, so a policy is not flattened into a single chunk.
- With citations on, the agent can name the source it used.
- If the base does not cover the question, the gap is logged and the conversation can go to your team with the transcript attached.
That last step is the point. A knowledge base that invents a missing policy is worse than no bot. Unanswered questions become entries you can write, instead of a silent failure.
Who this is for
Companies whose customers need the company’s own answers: product docs, onboarding, plans, coverage rules, service menus, internal policies you are willing to say out loud.
It fits when:
- The same questions already have a written answer
- More than one channel should say the same thing
- Someone on the team owns the sources when the business changes
- A person must still take refunds, disputes, and anything outside the base
It does not fit teams that want workplace search across Slack history, Drive, tickets, and every internal app. Chatoo does not index those systems. The base is content you import, crawl, or publish in the help center, then put in front of customers.
What you control
- Which sources are indexed, and which crawled pages you exclude
- Whether retrieval is on, and whether citations are shown
- Escalation when confidence is low or the customer asks for a person
- A shared inbox so the conversation continues after the AI allowance ends
Chat and voice read the same base, so a caller and a website visitor are not given two versions of the policy.
How to stand it up
- Name an owner for the base.
- Import the current site, help center, and the files you will stand behind.
- Remove contradictions before you publish. Two opening hours means one wrong answer.
- Test the questions your team already answers every week.
- Turn on the website agent. Add voice when phone should use the same sources.
- Review knowledge gaps and fix the source, not the symptom.