[Customer service & support]() / [Use cases]() / [Product answers]() [How it works]() [What you get]() [Scope]() [Start a review]() [Customer service & support]()[Product help]() # Answer product questions from the right version of the facts. Customers get an answer from the current product facts, with the version named, and an honest “we don’t say that” when the facts stop. [Start with a support review]() [How it works]() Product facts · CAT-042 Canvas field jacket Fact Source What we say Machine washable Supplier spec, revision 2 Yes, on cold Waterproof Not claimed No rating, never claimed Colors Catalog Olive, Navy, Sand Version 2 · owner: merchandiser The approved facts for one product: where each came from, and what isn’t claimed. ## Sound familiar? - The same three questions fill the chat, and the answer depends on who’s on. - Last season’s spec is still quoted for this season’s product. - The assistant answers anything, including things you’ve never claimed. A confident wrong answer costs a return and the customer’s trust. An honest “we don’t say that” costs a day. ## What changes. ShowTodayWith the engine Source PDFs, product pages and memory One set of product facts, with owners and versions Version Whichever spec someone found The version in force, named in the answer Gaps Filled with a confident guess Said out loud, and sent to the owner Claims Anything the assistant can phrase Only what you’ve approved, including what you don’t claim ## How it works. 5 steps, 4 stages. - AI**2** - Rules and automation**2** - Your team**1** - Approval 1. 1 Ask 1. AI ### Understand the question Works out which product and which version the shopper means. - Gorgias 2. 2 Find 1. Rules and automation ### Find the facts in force Looks up the approved fact, its source and its version. 3. 3 Answer 1. AI ### Answer in the shopper’s words Says what’s claimed, and what isn’t. 2. Rules and automation ### Hold unsupported claims If no approved fact covers it, the answer says so and a person is asked. 4. 4 Fill gaps 1. Your team Approval ### Add the fact, or decline it The owner adds a sourced fact, or decides the product won’t claim it. Each gap becomes a fact, or a decision not to claim ## What you get. Real work, every week. Will the canvas jacket shrink in the wash? Fernway doesn’t publish that, so I won’t guess. I’ve asked the product team and you’ll hear from us by tomorrow. What I can say is that it’s machine washable on cold. No match in product facts, version 2 · sent to the merchandiser When the facts stop, the shopper is told so. Question not covered Owner: merchandiser Does the canvas field jacket shrink? Asked 6 times this week In the facts Nothing yet Needed A line from the supplier spec Then Add it, or decide not to claim it The questions the facts can’t answer yet, in a queue for the person who owns them. ## How you’ll know it’s working. 1. Answers that match approved facts Checked against the source on a sample every week. 2. Questions that reached an owner, and how long they waited A gap is only fixed when someone owns it. 3. Repeat questions on the same product Shows which facts the page and the answers still don’t carry. Baselines agreed before we build. ## Works with what you have. Support - Gorgias - Zendesk - Intercom Commerce - Shopify We configure first Shopify’s AI staff member and your helpdesk’s AI already answer from your store and help center. We check what they cite and tidy the sources first. We build when Answers need facts your storefront copy doesn’t hold, such as supplier specs or versions, or you need to show which version an answer used. ## 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 approved product facts, with sources and owners - Answers that name the version and the source - A gap queue for questions the facts can’t answer - Test questions for the products that matter most ### We start from - Product specs and supplier documents - A month of product questions - Helpdesk and store access ### From your team Owner CX lead, with the merchandiser Involves - Customer service - Merchandising - Catalog ## Questions teams ask. What if the facts don’t cover the question? The shopper hears that, and the question goes to the fact’s owner. Questions that keep coming become approved facts, or a decision not to claim them. Do customers need to know it’s AI? For EU-facing shops, the EU AI Act’s transparency rules for AI that talks to people apply from August 2, 2026, with an exception where it’s obvious. We build disclosure into the first message, and you should confirm your own scope with counsel. 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 merchandiser. 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 product help - **Product answers**You’re here - [**Product diagnosis**Diagnose product problems and hand specialists a complete case]() Works with - [**Knowledge upkeep**Keep every answer current when policies and products change]() - [**AI shopping readiness**Get found by AI shopping assistants]() See it at work - [**In the Fernway launch**Day 9: “Is it waterproof?” at 11 pm]() - [**Also in**Digital commerce & conversion]() ## Answer from the facts you stand behind. 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/product-answers/]() [Contact Keating & Co](mailto:nelson@thekeating.co) · [Agent guidance](https://www.thekeating.co/llms.txt)