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Customer FAQ Assistant

A website and WhatsApp assistant that answers the questions customers ask every day, from your approved sources, and hands anything unusual to your team with the conversation attached.

Service
AI Assistant
Status
Blueprint
Delivered by
Dua Arah blueprint
A customer chat on a phone, with answers linked to approved source documents
Fig. 01A customer chat on a phone, with answers linked to approved source documents

Most customer questions repeat: opening hours, prices, delivery areas, how to book, what a package includes. This build answers them in seconds, only from material your team has approved, and passes everything else to a person.

The problem

Your admin answers the same twenty questions all day, replies slow down at night and on weekends, and the answers drift because each person phrases them differently.

How it works

A customer writes on your website chat or WhatsApp. The assistant searches your approved knowledge base: price lists, policies, FAQs and product sheets.

If it finds a clear answer, it replies and shows which source it used. If the question is unusual, a complaint, or a request to buy, it hands the chat to your team with a short summary so nobody has to ask the customer to repeat themselves.

Every conversation is logged. Once a week your team reviews unanswered questions and adds the missing answers to the knowledge base.

How a customer question is answeredA customer asks on WhatsApp or the website, the assistant searches approved sources and answers with the source, unusual questions go to a person with a summary, and a weekly review fills the gaps.CUSTOMERASSISTANTYOUR TEAM01Asks aquestionWhatsApp · website02Searchessourcesapproved only03Answers withsource04Takes over ifunusualwith chat summary05Weekly gapreviewadds answers
  1. CustomerAsks a questionWhatsApp · website
  2. AssistantSearches sourcesapproved only
  3. AssistantAnswers with source
  4. Your teamTakes over if unusualwith chat summary
  5. Your teamWeekly gap reviewadds answers
Fig. 02Every question either gets a sourced answer or reaches a person with context.

Decisions that mattered

Approved sources only

The assistant answers from the documents your team approved, and shows which one. A wrong price said confidently costs more than a slow reply.

Hand over with the context

When a person takes over, they get a short summary of the chat. The customer never has to repeat themselves.

A weekly gap review

Questions the assistant could not answer become new entries in the knowledge base, so it gets more useful every week.

What you get

  • Chat on your website and a WhatsApp Business number
  • A knowledge base your team edits without a developer
  • Handover to a person, with the conversation summary
  • A weekly review of unanswered questions
  • Indonesian and English replies

Guardrails

  • Answers only from approved sources, never from guesswork
  • No prices, promises or refunds outside the written policy
  • Customer data stays in the tools you already use
  • A clear message when a person is taking over

The first release

One channel, one knowledge base and a test round with the people who usually answer customers. We add channels and topics once the first set of answers has been checked.

A Dua Arah blueprint: the build we set up for teams with this problem. Sources, tools and approval rules are fitted to your business during scoping.

Scope this build