Answer support questions from a knowledge base

bot9 builds a chatbot that answers customer questions using content from a connected knowledge base or set of documents. A Beam agent reads each incoming question, matches it against the approved knowledge base entries through bot9, and sends the matching answer to the customer. It logs every conversation, which article resolved the question if any, and how long the exchange took, so support leads can review volume trends later. When no matching answer exists, or the customer's question involves an account-specific issue, the agent hands the conversation to a support agent instead of guessing.

Escalate unresolved conversations to a person

bot9 tracks whether a conversation ends with the customer satisfied or still needing help, based on the flow the bot follows. A Beam agent reads the outcome of each conversation, applies the escalation rule the support team has approved, such as forwarding anything the bot could not resolve within a set number of exchanges, and creates a ticket or notification for a human agent with the conversation history attached. It records how many conversations were escalated and why. Judging tone or handling an upset customer remains with the person who receives the escalation.

Update chatbot flows and content

bot9's chatbot flows and knowledge base entries need regular updates as products, policies, or FAQs change. A Beam agent reads a source of approved changes, such as an updated help article or policy document, and applies the change to the matching flow or knowledge base entry in bot9. It records what was updated, when, and which source document triggered the change, keeping a clear history for anyone auditing the bot's content later. Changes that affect the bot's core conversation logic, rather than its content, are routed to the person who manages the bot for review before publishing.