Customer Service & Support
AI answers from product knowledge base and SOPs, consistent across channels.
Liona unifies product knowledge base, FAQs, and service SOPs into one repository. Chat AI answers customer questions from curated sources, not generic answers. Agents focus on complex cases.
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All use casesThe problem
Inconsistent CS answers, scattered knowledge base, low deflection.
- Product knowledge base and service SOPs are scattered across Google Docs, Notion, and PDFs.
- The CS team answers from memory, answers differ between agents.
- No single source of truth for product and service information.
- Low deflection rate because the AI has no access to a curated knowledge base.
How it works
- 1
Curate knowledge base
The CS team curates the product knowledge base, FAQs, and service SOPs into the Knowledge repository.
- 2
AI answers from KB
Chat AI answers customer questions from the knowledge base, not generic answers.
- 3
Consistent across channels
Omnichannel ensures the same answers on WhatsApp, web chat, and Instagram.
- 4
Escalate complex cases
Complex cases escalate to agents with conversation context, agents focus on high-value.
In use
Real deployments related to this use case.
Questions
How do we update the knowledge base when there are product changes?
The CS or product team can update the knowledge base directly via the Knowledge dashboard. Changes sync instantly to Chat AI, so answers are always up-to-date. Updates can be scheduled or real-time.
Can Chat AI answer questions outside the knowledge base?
Chat AI only answers from the curated knowledge base to ensure accuracy. If a question is outside the scope, the AI will escalate to a human agent with the conversation context.
How to ensure AI answers are consistent with brand voice?
The CS team can curate answer templates with the brand's tone and style. Chat AI uses these templates as a baseline, so answers are consistent with the brand voice without sacrificing information accuracy.