[Customer service & support]() / [Use cases]() / [Knowledge upkeep]() [How it works]() [What you get]() [Scope]() [Start a review]() [Customer service & support]()[Knowledge]() # Keep every answer current when policies and products change. One version of every policy and product fact, each with an owner, and a change process that retires the old one everywhere. [Start with a support review]() [How it works]() QA-77 Owner: CX lead Six conversations quoted the retired returns policy. Obsolete RET-12 · 14-day window Current RET-13 · 30 days, from Oct 15 Where it lived Help center, AI knowledge, agent macros Fix RET-12 retired in all three Test added A return on day 20 is allowed The correction record: what was wrong, where it lived and the test that keeps it fixed. ## Sound familiar? - The returns policy changed in October, and the AI still says 14 days. - Agents, macros and the help center each give a different answer. - Nobody can say which article an answer came from. Every answer from a retired source is a promise you didn’t make, and the customer will hold you to it. ## What changes. ShowTodayWith the engine Source of truth Articles, macros and memory A register with an owner, a version and a date A policy change Edit the article, tell the team Release it, retire the old version, run the tests Checking Wait for a complaint Replay the questions that matter after every change Evidence “Which article was that?” Every answer shows its source and version ## How it works. 6 steps, 4 stages. - AI**2** - Rules and automation**3** - Your team**1** - Approval 1. 1 Register 1. Rules and automation ### Register every source Each policy and fact gets an owner, a version and an effective date. - Gorgias - Shopify 2. 2 Change 1. AI ### Find where the old version lives When a policy changes, finds every article, macro and AI source that carries it, and drafts the updates. 2. Your team Approval ### Approve the new policy Owners approve the policy and its wording. The AI never writes policy. 3. Rules and automation ### Retire the old version everywhere The retired source can no longer be cited by the AI, the help center or a macro. 3. 3 Test 1. Rules and automation ### Replay the test questions The answers that matter are checked again after every change. 4. 4 Watch 1. AI ### Flag answers that still use an old source Reads new conversations for citations of anything retired. Each miss becomes a new test ## What you get. Real work, every week. Source register Policies and facts Source Version Owner Effective RET-13 · Returns 30 days CX lead Oct 15 RET-12 · Returns 14 days CX lead Retired CAN-3 · Cancellations Before the pick CX lead Aug 1 CAT-042 · Product facts Version 2 Merchandiser Sep 24 EXC-4 · Exchanges Same price, in stock CX lead Oct 15 The register: every source, its owner, its version and when it took effect. Regression questions · returns **5 of 5**checks pass after RET-13 - “How long do I have to return a jacket?” answers 30 days - A return on day 20 is allowed - A return on day 35 goes to the team - The AI and the macros can’t cite RET-12 - The help center matches the register Replayed after every policy change The questions that run after every change, so the old answer can’t come back. ## How you’ll know it’s working. 1. Answers that cite a retired source Zero is the goal, and anything above it is a defect with an owner. 2. Time from a policy change to every answer updated How long the old version stays in circulation. 3. Repeat errors after a change Whether the same mistake came back. Baselines agreed before we build. ## Works with what you have. Support - Gorgias - Zendesk - Intercom Commerce - Shopify We configure first Each helpdesk AI syncs and removes knowledge differently. Shopify’s AI staff member keeps its behavior separate from store knowledge, and Intercom’s Fin re-reads a website on a schedule, normally weekly. We learn how yours behaves first. We build when Policies change often, several tools hold answers, or you need proof that the old version is gone. ## What a first build includes. Built in your accounts, around your team. Scope, fee and baseline agreed before we start. 1. 1 Design 2. 2 Build 3. 3 Run it, or hand it over [Start with a review]() [Scope this build]() ### We build - A register of every policy and product fact, with owners and effective dates - A release process: approve, publish, retire - Regression questions that run after every change - A report of answers that cited a retired source ### We start from - Help center, macros and AI knowledge sources - Policy documents and who owns them - Past conversations that quoted outdated answers ### From your team Owner CX lead, with the policy owners Involves - Customer service - Merchandising - Product - Legal ## Questions teams ask. Does the AI write our policies? No. It finds where a policy appears and drafts the matching updates. Owners approve the policy and its wording. Our helpdesk says it syncs automatically. Is that enough? Sync schedules differ by tool, and removal doesn’t always carry across. Intercom, for example, documents that Fin’s website sync normally runs weekly and can pause after 90 days without use. We test that the old source is actually gone. Who owns it once it’s running? You do. It’s built in your accounts, documented, with training for the people who run it. Ownership usually sits with your CX lead, with the policy owners. We can keep running it with you, or step back. How do we start? Usually with a support review: two to four weeks, a fixed fee credited to the build, and a plan that’s yours. If the job is already clear, we can scope the build directly. ## Part of your support engine. One of 12 use cases, in 6 parts. [See the whole support engine]() 1. [Order changes **2**]() 2. [Delivery & returns **2**]() 3. [Product help **2**]() 4. [Knowledge **2**]() 5. [Quality & proof **2**]() 6. [People & coverage **2**]() In knowledge - **Knowledge upkeep**You’re here - [**Agent assist**Give your team source-linked answers and the next step]() Works with - [**Product answers**Answer product questions from the right version of the facts]() - [**Verified resolution**Check that AI and agents actually finished the job]() See it at work - [**In the Fernway launch**Day 11: six conversations quoted the old returns policy]() ## Change a policy once. Change every answer. Start with a support review. [Start with a support review]() [**Talk it through first**15 minutes]() We reply within one business day. --- Source: [https://www.thekeating.co/use-cases/knowledge-upkeep/]() [Contact Keating & Co](mailto:nelson@thekeating.co) · [Agent guidance](https://www.thekeating.co/llms.txt)