Solution · Bots & AI
AI assistants that answer from your own data
A general-purpose AI chatbot will answer any question confidently — including questions about your prices, policies and services that it knows nothing about. An AI assistant for business has to work differently: it answers only from your documents and data, says so when the answer is not there, and passes the conversation to a person. We build assistants on that principle for customer support, sales and internal knowledge.
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In short
In short
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The assistant uses retrieval-augmented generation (RAG): it finds relevant passages in your knowledge base and answers from them.
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The quality of answers depends mostly on the quality of the knowledge base — current, consistent, written clearly.
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It must refuse or escalate when the answer is not in the data, instead of inventing one.
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Every answer can cite its source, so staff can check it and customers can read more.
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Personal and confidential data is handled deliberately: what is sent to the model provider, what is stored and for how long.
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Scope
Where AI assistants help
- Customer support: questions about services, prices, delivery, returns, opening hours, documents required.
- Pre-sales: helping visitors choose a product or service and collecting a qualified enquiry.
- Internal knowledge: answering staff questions from policies, procedures, product documentation and past cases.
- Operator assistance: suggesting replies to human agents, who approve or edit them.
The assistant can live on your website, in WhatsApp or Telegram, or inside an internal tool.
How it works
- Knowledge base. Documents, FAQs, price lists, policies and product data are collected, cleaned and split into passages.
- Retrieval. For each question, the system finds the passages most likely to contain the answer.
- Answer generation. A language model writes the answer using only those passages, in the user's language, with a reference to the source.
- Guardrails. If the passages do not answer the question, the assistant says so and offers a person. Topics outside the business are declined.
- Handover. Complex, sensitive or unhappy conversations go to a human with the full history.
The concept is explained in RAG.
Preparing your data
Most problems with AI assistants are data problems: outdated price lists, three different versions of the return policy, answers that exist only in managers' heads. Before building, we audit the sources and agree on who keeps them current. The process is in preparing a knowledge base for AI.
Controlling risk
- No invented answers. Instructions and retrieval are tuned so that "I do not know, let me connect you with a manager" is a normal outcome. See AI hallucinations and business risk.
- No commitments the business has not made. The assistant does not offer discounts, promise deadlines or confirm prices outside the knowledge base.
- Personal data. We minimise what is sent to the model, choose providers and settings with appropriate data handling terms, and follow Azerbaijan's personal data law.
- Monitoring. Conversations are reviewed regularly; unanswered questions show gaps in the knowledge base.
Languages
Modern models handle Azerbaijani, Russian and English, but quality in Azerbaijani varies between models and tasks. We test the assistant on real questions in each language before launch and adjust. More in AI assistants in Azerbaijani.
AI or scripted bot?
For structured tasks — booking, order status, collecting an enquiry — a scripted flow with buttons is more predictable and cheaper. AI is better for open questions across a large body of information. Most good assistants combine both. See AI chatbot vs scripted bot.
What we need from you
- The sources of truth: documents, FAQs, price lists, policies, product data.
- Who maintains each source and how often it changes.
- Topics the assistant must not discuss, and when it must hand over to a person.
- Your requirements for data storage and model providers.
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FAQ
Frequently asked questions
Will the assistant make things up?
It is designed not to. Retrieval limits it to your content, and it is instructed to escalate when the content does not contain the answer. We test for this specifically before launch and monitor it after.
Can it learn from conversations automatically?
We do not recommend automatic learning from live conversations, because errors would spread. Instead, unanswered questions are reviewed, and the knowledge base is updated by people.
Where is our data stored?
Your knowledge base and conversation logs are stored on your infrastructure or ours, as agreed. The model provider receives only the passages needed for each answer, under its data-processing terms.