How to use your own content for AI customer support

List the questions customers ask

List the straightforward questions customers and prospects already ask about availability, eligibility, getting started, access, delivery, payment or policies. Choose a manageable set to cover first, so you can check each answer carefully.

Match each question to the page, help article or document that contains the current answer. If the answer only exists in someone's inbox or memory, write and approve it before expecting an assistant to use it.

Decide what the assistant may use

Your website may contain old campaign pages, legal notices or other material that will not help answer customer questions. Check the pages the assistant finds, remove anything irrelevant and approve the information you want it to use.

• Use up-to-date guidance and decide who will keep it accurate.
• Remove duplicate or contradictory versions of the same policy.
• Keep individual decisions and sensitive cases out of general automated answers.
• Decide who visitors should contact when they need more than the published guidance.

Decide what to say when an answer is missing

Write a short message for questions the assistant cannot answer. Explain what it cannot confirm and how the visitor can contact your team. Test these questions as carefully as those with an answer in your approved content.

Review after launch

Read conversations to check the replies and find questions your content does not answer. Repeated questions may point to unclear guidance, missing instructions or pages visitors struggle to find. Update and approve the source, then test the answer again.