Knowledge-grounded answering
Answers customer questions from the company's own knowledge base — not from what the model assumes
What this capability means
A tool has this capability if it answers customer questions from the business’s own knowledge base, not from guesses or assumptions. It should use the documented source of truth even when the customer asks in different words, and it should not invent an answer when the knowledge base does not support one.
Boundary: This does not judge looking things up or making changes in connected systems; that is a separate capability.
Scenarios that test this capability
A scenario is a real-world situation used to test a capability.
Answer is available in the knowledge base
Scenario
Answer is not available in the knowledge base
Scenario
The request uses different wording than the source
Scenario
Benchmarks that include this capability
A capability has global identity and may be used by more than one benchmark.
AI Customer Support Chatbots
Automate customer support using an AI chatbot / AI customer support agent — which agents handle real customer support conversations for a business best?