Quality-first support teams
Reduce incorrect AI output by grounding responses in reviewed store content.
Feature
Knowledge workspace for reliable AI support answers
Centralize store knowledge, review source quality, and ground AI drafts in trusted content instead of assumptions.
This page reflects the real knowledge stack in the codebase: crawl jobs, review states (approved/rejected), generated summaries, and retrieval used by AI drafts.
- Crawl and manage knowledge sources per integration profile.
- Review and prioritize documents to improve answer quality.
- Power AI drafts with summary + relevant knowledge retrieval.
Best fit by team type
Ecommerce brands with heavy product questions
Keep policy, catalog, and support content centralized and actionable.
Teams scaling AI with risk control
Use review workflows and summaries for more stable output quality.
How knowledge workspace works
1) Configure source profile
Set primary URL and crawl settings for each store integration.
2) Review source docs
Approve or reject content based on support relevance and trust.
3) Improve AI output
Use knowledge summaries and retrieval so drafts stay accurate and contextual.
SamDesk knowledge and AI workflow for support quality
AI and support quality impact
Higher AI relevance
Replies map better to trusted store knowledge sources.
Fewer risky claims
Review states and source controls reduce hallucination risk.
Faster onboarding
New agents and AI use the same curated knowledge layer.
Real support examples
Return policy question
Draft reply pulls from approved policy sources instead of guesswork.
Product compatibility request
Relevant snippets are retrieved for a more precise response.
Campaign-season update
Recrawl + summary refresh keeps support answers aligned with latest content.
Implementation checklist
- ✓ Configure a knowledge profile per integration with primary URL.
- ✓ Run recrawls on a fixed cadence and monitor crawl outcomes.
- ✓ Review and prioritize source documents for AI use.
- ✓ Regenerate summaries after major catalog/policy updates.
- ✓ Track quality metrics: CSAT, correction rate, and reopen rate.
Frequently asked questions
Does knowledge workspace support per-store scope?
Yes, knowledge can be scoped by integration so each store gets relevant context.
Can teams reject content from AI usage?
Yes, documents can be reviewed and excluded from AI grounding.
Is this used in AI draft replies?
Yes, summaries and relevant entries are included in draft generation.
