Even if an answer reads smoothly, it may come from outdated rules or misunderstandings. When intelligent customer service faces business systems and product operations, people need to see the basis for their answers. Citing sources should point to the actual retrieved knowledge rather than randomly adding a seemingly relevant link after generation. When the problem is not covered by the information, clearly stating that further confirmation is needed will be more reliable than making up steps.

Start from needs

Knowledge items retain versions, release status and scope of application, and searches only use approved and currently available content. The reference page can display the item title and update time. Users or agents can view the complete description after clicking on it. When the source contains internal information, the reference link also verifies permissions and cannot be opened to the public just because it appears in a reply.

Things that should be paid attention to in the design

For example, after the unsubscription rule is adjusted, new replies should use the new version, while distinguishing the original agreements that may apply to old orders. The robot can ask the user to select an order, and then use the authorization interface to confirm the applicable conditions; when the order cannot be obtained, a general explanation is given and a note that manual verification is required, instead of applying the current terms to all historical transactions.

Check the processing results item by item

  • When checking the answers, not only look at the number of citations, but also check whether the sources support the relevant conclusions item by item.
  • If the two pieces of information are inconsistent, they will enter the review queue and be confirmed by the person in charge. The model cannot be allowed to choose any one.
  • Keep the answers and current source versions for review when complaints arise.
  • After the business party modifies the document, the system prompts the affected knowledge to be updated to avoid that the link is still there but the content has become disconnected.

Check the processing results

When the source page is invalid, the answer should be entered for review instead of continuing to attach an empty link. For information that only supports part of the conclusion, the reply clearly distinguishes between confirmed content and matters to be reviewed, without relying on multiple citations to increase the degree of plausibility.