GPT-Powered Answers
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Support teams often deal with repeated questions on Slack, even when FAQs and help centers are available. Additionally, helpful information is typically spread across multiple systems — such as internal wikis, documentation platforms, and past Slack conversations — making it difficult to access relevant answers quickly.
ClearFeed’s GPT-Powered Answers provide efficient support directly within Slack by using AI to assist with queries. It works by searching your knowledge sources - where important documentation and answers are stored - to generate accurate, contextually relevant responses. This helps reduce agent workload, improve response times, and boost customer satisfaction — all within Slack.
When a customer sends a message, ClearFeed AI follows a structured process to generate intelligent, context-aware responses:
Message Classification: The message is first analyzed and classified as a question, issue, statement, or greeting.
Intelligent Search: For questions and issues, ClearFeed uses hybrid search technology—combining vector-based search with keyword matching—to retrieve relevant information from your connected knowledge sources.
Reranking of Results: The retrieved results are then processed through a specialized reranking model to identify the most relevant and accurate content.
Answer Generation: The AI system takes the customer's original message and the top-ranked search results and passes them through an advanced language model. Using precise instructions, it generates a concise, helpful response optimized for support interactions.
Depending on how GPT-Powered Answers is configured, ClearFeed AI can deliver:
Generated Answer: A complete, synthesized response using relevant knowledge snippets.
Search Results: A list of the most relevant knowledge snippets from your indexed sources.
These can be either Sent directly to customers via a Virtual Agent or Suggested to support agents via Agent Assistant. .
If you have a knowledge base that has been indexed, you can before you activate it for customers.