Answers grounded in your policies

Why we built it

Consumers ask questions on almost every call. How does a payment plan work? What is this fee for? What happens to my credit report after a settlement? Can I pay a different amount next month? Answering correctly is one of the most important things a support agent does, and in a regulated business a wrong answer can cost more than a missed payment.

proAgent used to answer only from what had been written into its prompts by hand, often state by state. Your knowledge lived in prompt text instead of in your documents. Every policy change meant rewriting prompts and waiting for the change to ship, and a question nobody had anticipated had no good answer at all.

How it works

proAgent's AI now looks up answers in your knowledge base during the call.

• The agent retrieves the relevant passage from a live knowledge base at the moment the consumer asks.
• Search matches both what the consumer meant and the exact words they used, so a loosely phrased question still finds the right policy and a specific term still finds its exact match.
• Every answer comes from your documents and can be traced back to its source.
• Adding or updating a document is enough for the agent to use it, with no prompt changes.

What you get

Consumers get accurate answers grounded in your own policies, and those answers keep up with your policies as they change. Your team stops maintaining knowledge in prompts and starts maintaining it in documents, where it already belongs. When a client or auditor asks why the agent said something, you can show exactly where the answer came from.

Knowledge base answers are available for proAgent.