Teach the AI about your shop once, and it keeps answering for you

What you can add

Split into 5 types so items are easy to find again later when you need to edit them.

FAQ — a straight question-and-answer pair, the easiest place to start · Product info — name, price, size, ingredients, terms · Promotions — what's discounted, until when, under what conditions · Business hours — including special holidays · Store policy — returns, warranty, delivery.

Each one is its own item, not one giant blob of text — so when you need to edit something, you only touch that one item, and when a promotion ends you can switch off just that one without touching anything else.

Switching off is different from deleting — it keeps the item but stops the bot from using it to answer. When the same promo comes back next year, just switch it back on instead of retyping it.

Why it understands Thai questions

This is something we found by measuring against real data, not from theory.

At first we built it the way most systems do: have the bot rely on keyword search as the primary method — take whatever the customer typed and search the knowledge base for that exact wording. That works fine for English, which has clear spaces between words.

Once we measured it against real Thai shop data, the result was: it barely found anything.

A real example we ran into: a customer typed "order food" and the search returned zero results, even though the knowledge base had an item titled "ordering method."

The reason is that keyword search like that only catches an exact character match — and once Thai is written without spaces between words, and the customer types different words than the shop did, it simply doesn't find it.

So we stopped relying on keyword search as the main method — instead, the AI reads the table of contents of the whole knowledge base first, then decides for itself which item this question should open, like someone flipping to a book's index and knowing exactly which page to turn to.

Keyword search is still there, kept as a fallback for when the AI looks at the table of contents and still can't tell which item covers the question — and we've set the rule that the bot checks that search first before telling a customer there's no information.

The result is far more accurate for the way Thai customers actually type questions.

Edits take effect immediately

Change a price, add a new product, switch off an expired promo — edit it in the knowledge base and the bot uses the new information starting with the very next message.

No retraining to wait for, no one else needed to push the update, no support ticket to file.

This matters more than it sounds for shops whose prices move often or that run out of stock on certain days — if you can't fix the information yourself instantly, the bot turns into something that causes problems instead of solving them.

You can start with just a little

Most shops get stuck thinking they need to prepare everything before they can start using it — that's not true.

Starting with your 10 most-asked questions is already enough to go live. Add more later as you run into questions the bot can't answer.

The approach that works well is turning it on early with unknown questions routed to staff, then watching which questions get routed most often — that list is exactly what you should add to the knowledge base next.

Frequently asked questions