Capability 09 · Knowledge AI
A customer asks a product question.
The answer exists somewhere — and nobody knows where.
A source-backed AI assistant for teams that need to search product data, manuals, files, websites, and internal notes — without guessing.
The situation
The answer exists — but finding it takes too much work.
Product knowledge is spread everywhere: ERP fields, PIM data, PDF manuals, supplier sheets, website content, spreadsheets, internal notes, and old emails.
A salesperson, support agent, or product manager needs an answer. They search. They ask a colleague. They compare files. Then they check whether the source is still valid.
The answer is in there somewhere. The cost is the time it takes to find it — and the doubt about whether it's current.
The challenge
The problem is not only search. The problem is trust.
An answer without a source still has to be checked by hand. Old data makes that answer dangerous, and a confident guess makes the workflow worse than before.
A model can find related text quickly. The hard part is knowing when the material is actually right, current, and approved.
For product data, the assistant has to know when to answer and when to stop.
The capability
Source-backed answers, from approved material only.
We build a product data assistant that searches your approved sources and prepares answers with the source attached. The user asks a question; the assistant retrieves the relevant material.
It prepares an answer and shows exactly where it came from. If the source is missing or unclear, it does not pretend — it sends the question to review or shows what's missing.
The team gets a cited answer, not a guess they have to verify on their own.
How the flow works
Before / after
People search through documents, ask colleagues, compare versions, and still double-check the answer before they trust it.
Answers vary depending on who happens to respond.
The assistant prepares a source-backed answer from approved material, with the source visible beside it.
Unclear cases stay unresolved until someone reviews them — not answered with a guess.
Controls
- Answers draw on approved sources only
- The source reference is shown with every answer
- No answer is given when the source material is missing
- Unclear output is routed to human review
- Every question and answer is logged
- A feedback loop improves the knowledge base over time
- Access rules apply where information is restricted
- Source updates are handled deliberately, not silently
Where this applies
What changes
Questions about product data
Will an assistant change our product data without us knowing?
No. It proposes and a person approves. Every enrichment or correction appears as a suggestion with the source it came from, and nothing is written to the catalogue until someone accepts it.