Policy & FAQ Bot: what this AI agent does and how to use it

Try the Policy & FAQ Bot live demo →

What it does

Most service questions are about orders, returns, stores and policies. These agents answer them from your own data and rules, so the answer matches what your store would say. The Policy & FAQ Bot agent is the specialist for this job: instant, cited answers from policies, FAQs and terms; the simplest deflection agent.

Who it's for

Your customers. It runs in the branded shopper assistant on your website (one line of code) or on a shareable link, and through the REST API in your own app or contact centre. Your team can also use it in the console Playground.

Questions it answers

Ask it in any of our languages, for example:

• "Do you ship to Singapore?"
• "How long do refunds take?"
• "Can I pay in instalments?"

The live demo shows these as sample prompts in your language, on a fictional store's data.

How it works

1. It understands the question in the language it was written in, even when your catalog is in another language.
2. It looks things up with tools, never from memory:

• Search over your policies and faqs, with citations

3. It answers from your data, in your brand voice and currency, and shows which tools it used.
4. Rules stay in code. Prices, eligibility and permissions come from your data and settings; the agent explains them and can't invent them. Why this matters.

The data it needs

Knowledge docs. As soon as this table is loaded, the agent is ready to switch on. Files can use your own column names: they're mapped automatically. See Connect your data.

Works well with

• Customer Care: Answers policy questions from the retailer's own documents, checks orders and return eligibility.
• Order Status (WISMO): "Where is my order?": status, dates and what happens next.
• Store Locator: Nearest stores, live open/closed status in local time, hours and services.
• Loyalty Assistant: Explains membership tiers and benefits and the member's own status.
• Complaint Triage: Understands a complaint, checks the order and policy, and replies with the right next step and urgency.

In the shopper assistant and the Playground, a router reads each message and hands it to the right agent, so connected agents work as one assistant.

Turn it on

1. Load the data it needs.
2. Install Policy & FAQ Bot from the Agent catalog and add your own instructions (guide).
3. Test it in the Playground, in every language you serve.
4. Go live on your website or a link, or call it from your own app.

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