Chat on approved knowledge in Creatio
Answers only from what you've approved; everything else goes to a person — and their answer comes back as knowledge.
Used in these recipes
Problem
…shut them down because they led to more escalations than resolutions.
Automotive dealer group: 50 customer-service emails a day; half of chat answers missed what the client needed.
Solution
The agent answers only from your approved knowledge in Creatio and hands everything else to a person. Works with your website chat, the customer portal, email and WhatsApp, with every answer logged as a Creatio case.
The model
Answers, and turns a person's reply into a draft article.
Code
Blocks any answer without an approved source.
A practitioner
Decides what goes into the knowledge base.
On Creatio, we build it with: Knowledge Agent · Case Resolution Agent · knowledge base and cases — see Creatio's built-in AI agents
Reference architecture
Answers come only from approved knowledge, and it grows
Chat on approved knowledge · Creatio · reference architecture
- Systems · Creatio + yours Question website chat · portal · email
- → Draft answer
- Model · judges Draft answer Knowledge Agent
- → Grounding check
- Code · decides Grounding check approved articles only
- → Answer sent grounded
- → Person answers no match
- → Gap report logged
- Systems · Creatio + yours Answer sent case logged
- Practitioner · approves Person answers case in Creatio
- → Approve article draft
- Code · decides Gap report weekly: no approved answer
- → Approve article to write
- Practitioner · approves Approve article knowledge base
- → Draft answer approved knowledge
- Creatio
- Creatio agent
- Marketplace
- DigiTeam
Key deliverables
- Chat agent on your website, connected to the Creatio knowledge base.
- Grounding check: no answer leaves without an approved source.
- Hand-off to a person as a case in Creatio.
- Reply-to-article loop: a person's answer becomes a draft article.
- Approval flow for new articles.
Results
−50% escalations on average after the first 3 weeks.
Asked for by a dealer group, a consulting firm, 5 financial-sector accounts and 5 B2B software companies.
Results come from this module as we've delivered it, across platforms. Your Creatio version is adapted to your setup.
Start with your top questions.
Your most-asked questions, live on your site and in your Creatio, with a fixed scope. Sources, hand-off rules and who approves articles are settled before we build.