---
title: "Knowledge-base answer bot | Roundly"
description: "Support bot grounded in your docs and resolved tickets — every answer cites its source, unknown questions hand off to a human with context."
url: https://roundly-consulting.com/use-cases/customer-support/knowledge-base-answer-bot
language: en
---

Category: Customer support Use case: Self-service support For: SaaS & service companies

# Knowledge-base answer bot

A support bot grounded strictly in your documentation, contracts and resolved tickets. Every answer cites its source, unknown questions hand off to a human with context — and customers know they're talking to AI from the first message.

## What it solves

01

### Stale FAQ pages

Answers come from living documentation, not a page written last year.

02

### Hallucinated answers

The bot only answers from your sources — and shows them.

03

### After-hours silence

Customers get real answers at midnight, not an autoresponder.

## How it works

1. 01

    ### Ground

    Documentation, contracts and resolved tickets become the bot's only sources.

2. 02

    ### Answer

    Every reply cites the source it came from — one click to verify.

3. 03

    ### Hand off

    Unknown or sensitive questions go to a human with the conversation attached.

4. 04

    ### Improve

    Gaps the bot couldn't answer become a to-write list for your docs.

## Before & after

### Without it

- FAQ outdated the week after it's written
- Customers wait for office hours
- Same questions answered by hand every day
- No one knows what customers can't find

### With it

- Answers from current docs, with sources shown
- Real self-service around the clock
- Humans only see the genuinely new questions
- Documentation gaps surfaced automatically

## Your process could be next.

Tell us what eats your team's time — we'll show you what an AI prototype could do about it.

[Talk to us](https://roundly-consulting.com/contact.md) [Explore the Cosmos platform](https://roundly-consulting.com/cosmos.md)