Use the documents the team already relies on.
FAQs, service menus, policies and playbooks are a practical starting point. They should be current, owned and written clearly enough for both people and an agent to use.
Test with real questions before going live.
Try the awkward questions: exceptions, outdated prices, ambiguous photos and situations that need judgment. Those tests reveal gaps in the source material and the rules for escalation.
Let repeated questions show what to fix.
Conversation patterns can point to a confusing policy or missing answer. Updating the source once can improve the experience for customers and staff alike.
