Answering questions from the Library
Most calls are questions: what does it cost, when are you open, how does it work. With the Knowledge-base answers capability, Cleo looks the answer up live in your Library and answers in plain speech — mid-conversation.
Before you start: this works as well as your Library is filled. Start with the documents callers ask about most.
How it works
1
The caller asks a question
For example: "What does a Saturday viewing cost?"
2
Cleo searches the Library
She searches your sources by meaning (not just literal words) and picks the most relevant passages.
3
She answers in plain speech
Not a document read aloud, but a normal answer. The call summary shows exactly which lookup she did and which source produced the answer.
What Cleo does and doesn't use
Only items at privacy level Normal — Sources you mark Private or Sensitive never end up in a phone conversation.
No internal systems — On the phone Cleo only shares what's in the Library — never data from your administration or dossiers.
Honest when unsure — If she doesn't know, she says so and offers a callback request. She doesn't make up answers.
[ screenshot: Call detail with a knowledge lookup in the transcript ]
The learning loop
Every question Cleo couldn't answer is flagged. A notification appears in your inbox with the question and a button to add the missing knowledge. That way your assistant gets a little better every week — based on what your customers actually ask.
Common problems
Cleo gives an outdated answer
There's probably an old source in the Library. Add the new version and archive the old one — Cleo only uses active items.
Cleo says she doesn't know something that IS in the Library
Check that the item has status Active (not "Needs review") and that its privacy level is Normal — Private and Sensitive are skipped on the phone.
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