An AI assistant can only give customers useful answers if it properly understands your business.

That is why we have replaced FAQs in ProConnect with a new, more comprehensive Knowledge Base.

Traditional FAQs work well when a customer asks a predictable question with a short, fixed answer. But real customer conversations are rarely that simple. A customer might want to know whether you stock a particular type of product, when you are open, where you deliver or how to return an unwanted item.

Answering these questions well requires more than a list of one-line responses.

Teach the AI about your business

The ProConnect Knowledge Base gives businesses a richer and more structured way to teach their AI assistant what it needs to know.

Instead of creating dozens of individual questions and answers, you can build detailed topics covering important areas of your business, such as:

• About us
• What we sell
• Delivery information
• Returns and refunds
• Opening hours
• Locations and contact details
• Payment and account policies

Each topic can contain fuller information about how your business operates.

For example, an “About us” topic might explain who you serve, where you operate and how customers can contact you. A “Delivery and returns” topic could cover delivery areas, minimum order requirements, expected timescales and the process for reporting a problem.

The AI assistant can then use that information to provide more complete and relevant answers during customer conversations on WhatsApp.

Customers don’t always use the words you expect

One of the limitations of a conventional FAQ page is that customers rarely ask precisely the question that has been written.

You might create an FAQ titled:

“What are your opening hours?”

But a customer could ask:

• “Are you open this afternoon?”
• “What time do you close today?”
• “Can I contact someone on Saturday?”
• “Will anyone be there if I call after 5pm?”

With a detailed Knowledge Base, the AI assistant can understand the intention behind these different questions and use the information you have provided to formulate an appropriate response.

Businesses do not need to anticipate and write every possible variation of every question.

More useful answers on WhatsApp

The change is about more than renaming a feature.

It reflects the growing role of ProConnect’s AI assistant as a digital extension of your customer-service team.

Customers can ask questions naturally through WhatsApp and receive quick, helpful answers based on information supplied and controlled by your business. This can reduce the number of routine enquiries that need to be handled manually while giving customers access to information outside normal working hours.

AI when it helps. People when they’re needed.

AI should make customer service more efficient, but it should not prevent customers from reaching a person.

If the Knowledge Base does not contain enough information to answer a question, the enquiry is automatically routed to the customer-service team to pick up. The same happens whenever a customer asks to speak to somebody directly.

This means routine questions can be answered quickly by the AI assistant, while more complex, sensitive or unusual enquiries are passed to the right people for further support.

It keeps a human in the loop whenever appropriate, giving businesses the efficiency of AI without losing the judgement, empathy and experience of their customer-service teams.

Your business remains in control

The Knowledge Base is built using information provided by your business. This helps ensure that the AI assistant responds using your product information, policies and operating details, rather than relying on generic answers.

As your business changes, the Knowledge Base can be updated to reflect new products, locations, opening hours or policies.

Businesses also remain in control of the wider customer-service workflow. The AI handles questions it can answer confidently, while unresolved or more complicated enquiries are automatically handed over for human attention.

The result is an AI assistant that becomes increasingly knowledgeable about your business and increasingly useful to your customers.

FAQs were designed to answer individual questions.

The ProConnect Knowledge Base is designed to help your AI assistant understand the bigger picture — so it can give customers fuller, faster and more accurate answers directly through WhatsApp, while ensuring human support is always available when it is needed.