The job
Someone just needs an answer.
They are not trying to enroll in anything and they are not recording work. They have one question, the answer exists in a document somewhere, and the path to it runs through a portal, a PDF, and a hold queue. So they call your team instead — and they ask the same seven questions everybody else asks.
Where answers go to die
- ×A 60-page plan document, searchable in theory
- ×A benefits portal with a password nobody remembers
- ×A support line staffed during the hours people are at work
- ×A general-purpose chatbot that confidently invents a deductible
- ×The same seven questions, asked by everyone, answered one at a time
What Grounded Answers does
- →The question is asked in the channel they already use
- →The answer comes from your knowledge base, not from guesswork
- →The source is cited, so the person can verify it themselves
- →Anything outside your defined scope gets a clear redirect
- →The deflection is logged, so you can see what your team stopped fielding
