Knowledge base search

Knowledge base search is an AI tool built into Planfix that automatically finds answers to customer requests using the company's internal documents: pricing, regulations, catalogs, and instructions.

Features

• Fast information search — AI analyzes the customer's request and independently finds the required data in the uploaded documents.
• Suggestion generation — the system creates a ready-to-use reply for the manager in seconds.
• Multiple knowledge bases — you can upload different knowledge bases for different business areas and choose the needed one when searching.
• Edit before sending — the AI suggestion can be edited before sending to the customer.

How it works

• A customer contacts you with a question.
• Your employee, for example, a first-line support agent, clicks "Knowledge base search" in a comment.
• Planfix AI analyzes the customer's request, finds relevant information in the uploaded documents, and proposes a ready reply.
• The employee can edit the proposed text and send it to the customer on their behalf.

Set up

• Go to "Account management" and open the Planfix AI settings.
• Go to the "Knowledge base search" section.
• Upload documents with information (instructions, catalogs, regulations).
• Configure access to the knowledge base for the required teams and employees.
• After setting up the "Knowledge base", it will appear in the Planfix AI menu in the comment field.

Use cases

• Large product catalogs — quick selection of relevant items considering their attributes.
• Work with pricing and terms — search for current data on service packages, limits, and options.
• Consultations on regulations — answers to common customer questions about procedures and rules.
• Support for new employees — helps onboarding and reduces errors.

Important

• The feature is intended for handling initial customer requests. During long multi-step dialogues, the relevance of suggestions may decrease. In such cases, it's better to use the AI selectively.

Go To

• Planfix AI