Answers from your own documents, with the source shown.
A knowledge agent answers staff or customer questions from the documents you approve, shows where each answer came from, and flags the gaps instead of guessing.
What it is
A knowledge agent reads the documents you approve, like handbooks, policies, contracts and product sheets, and answers questions from them, pointing to the exact source. In technical terms this is called RAG: the agent finds the relevant passages in your documents first, then answers from them, so anyone can check where an answer came from.
Good first jobs
- Staff questions about policies, HR and processes
- Contract and product lookups for sales and support
- Customer answers from your help centre
- Helping new starters find their way
A person steps in when
- The documents don't contain the answer: it says so and flags the gap instead of guessing
- Two documents disagree
- The question needs judgement or approval
The blueprint you approve
Here's an example for a staff handbook. You approve one like it before anything is built.
Knowledge agent
Example: staff handbook
- Goal
- Answer staff questions from your own documents, with the source shown.
- Knows
- The handbook, contracts, policies and product sheets you approve.
- Can do
- Search approved documents, quote the source, log unanswered questions. With actions turned on: look up an order, draft a reply, create a ticket for approval.
- Hands over when
- The documents don't contain the answer. It says so and flags the gap instead of guessing.
- Measured by
- Time to answer, share of answers with a source, gaps flagged.
See it handle a conversation
Live chat
Staff assistant, internal handbook and contracts
What the AI did
- Done: Searched 214 documents
- Done: Best match: Enterprise Agreement v4, section 9.2
- Needs a person: No matching source found, so it won't guess
- Done: Gap logged for the sales team to answer
Answers only, or answers and actions
Start with answers. When you're ready, let it take the next step too, always with a person approving anything that matters.
What's our refund window for annual plans?
30 days from the purchase date. Source: Refund Policy v2, section 3.
It answers and shows the source. Nothing else changes.
Illustrative example, not a client case.
Use cases for this agent
- Knowledge agent
Staff keep hunting for answers
Quick answers from your own documents, with the source shown.
See this use case - Support agent
Our support inbox is overloaded
Resolve routine questions and actions, and hand the rest to your team with the full story.
See this use case
Questions about the knowledge agent
The ones you approve: handbooks, policies, contracts, product sheets, help-centre articles and FAQs. It doesn't see anything you haven't given it.
We agree how updates reach it, for example a shared folder it checks. Out-of-date documents are removed so it doesn't quote them.
Either. Many businesses start with staff, then open a version to customers once they trust the answers.
It shows both sources and flags the conflict for the document owner instead of picking one.
Tell us what's piling up
Tell us which job you'd like an agent to take off your team's plate. We'll reply by email to set up a 20-minute call.
Email hello@drayaailab.com with a line about the work you'd like to hand over, and we'll reply to set up a call.