Knowledge & content
An agent should not invent what your company offers.
Product facts, service descriptions, approved claims and price lists, each with an author and an approval date. An agent chooses which true thing is relevant; it does not compose a new claim. This is the control that makes letting one email a customer defensible.
What connects
Your knowledge or approved-content store, through its API.
What crosses the boundary
- Into the platform: approved claims, product facts and price lists, with their sources.
- Out of the platform: nothing. This connection is read-only.
- Never: draft or unapproved content.
What this makes possible
- Lets an agent answer a product question without a person
- Stops an agent promising a capability or a price that does not exist
- Makes multilingual engagement safe, because claims carry their translations
Setting it up
- 1Authorise a read-only connection.
- 2Confirm which collections are approved for customer-facing use.
- 3Confirm the approved price lists and who may change them.
Permissions
Read-only, and limited to approved content. Drafts are not exposed, because an agent quoting a draft is an agent inventing a company position.
Where it stops
Read-only permanently: no agent writes to approved knowledge. This does not make an agent correct — if your approved content is wrong, the agent will be wrong and cite you. Where two approved sources disagree, the agent stops and asks rather than choosing, because choosing would be inventing a company policy.
Knowledge & content
Others in this category.
Make sure every opportunity gets a next action.
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