How to make an AI assistant answer only from approved sources

Incorrect customer communication is one of the biggest concerns when deploying AI. A business assistant can be controlled much more strictly than a general public chatbot.

Answers combine rules with your knowledge

Informio first retrieves relevant sections from your knowledge base and only then gives them to the model to compose an answer. A separate system instruction defines tone, allowed topics, and what to do when the evidence is insufficient.

• Approved text, documents, Markdown files, and XML feeds can all become sources.
• Only the sections relevant to the visitor's question are passed to the answer model.
• Rules can prohibit price estimates, legal advice, or communication outside the permitted scope.

What happens when the source does not contain the answer

The assistant can be explicitly instructed not to fill gaps with assumptions. Instead of a confident guess, the visitor receives an honest explanation and a useful next step.

• It can clearly say that the requested information is not available.
• It can offer an email address, phone number, or contact form.
• When an operator is online, the visitor can request a human in the same chat.

Control continues after launch

A safe deployment is not a one-time configuration. Chat history shows what customers ask and where the assistant lacked evidence. Informio Quality Lab detects knowledge gaps and repeatedly tests business-critical questions.

• Filter conversations by assistant and search their messages.
• Turn an unanswered question into a new knowledge source.
• Regression tests verify that one content change did not break other important answers.

How to start with minimal risk

Begin with a focused set of topics and real approved materials. Test the assistant internally, refine its rules, and only then add the widget to your website. Expand its scope gradually using real customer questions.

• Choose one area such as products, opening hours, or services.
• Prepare ten to twenty typical questions and expected answers.
• After launch, review new questions and fill the most important gaps.

A good AI also knows when not to answer

The goal is not to answer at any cost. A reliable assistant gives a supported answer, admits missing evidence, and connects the customer with a person at the right time. We can demonstrate this behavior using your own content.