Sourced AI answers your customers from your own docs.
It links the passage behind every answer, says when it doesn’t know, and passes the chat to a person when a customer asks.
- Cites every answer
- Says when it doesn’t know
- Hands off to your team
Pinebrook Supply
Support, answering from 5 docs
Under the hood
From your docs to a cited answer in four steps
The AI only sees the passages that match the question, and it is told to answer from them and cite them.
Step 1
Your docs go in
Help pages, shipping and returns policies, product FAQs. Whatever your support team already answers from.
Step 2
Split into passages
Each doc is cut into short passages and indexed by meaning, so a question finds the right paragraph even in different words.
Step 3
Matched to the question
Every question is scored against your passages. Only close matches go forward; weak ones are dropped.
Step 4
Answered with sources
The AI writes the reply from those passages alone and links each one. No close match means no answer, and a person is offered.
Features
Built for answers your team can trust
Support bots lose customers when they invent a policy. Sourced AI only answers from what you gave it, and shows its work.
Answers with sources
Every answer links the passage it came from, so a customer or your team can check it in one click.
Says “I don’t know”
When your docs don’t cover a question, it says so plainly and offers to bring in a person.
Human handoff
A customer can ask for a person at any point. Your team gets the conversation in Slack, by email, or in any tool through a webhook.
Gap report
Questions it couldn’t answer collect in one list, so you know which doc to write next.
Pick your AI provider
Gemini, OpenAI or Claude, chosen with one setting. Your docs and setup stay the same when you switch.
For your team
What your team sees
When a customer wants a person, your team gets the whole conversation in Slack, by email or through a webhook, and it waits in the admin inbox. Every question it couldn't answer lands in the gap report.
Handoff, as it arrives in SlackSample data
Sourced AIAPP2:14 PM
A customer on Pinebrook Supply asked for a person
Customer: Do you price match?
Sourced AI: I couldn’t find anything about price matching in Pinebrook’s policies, so I won’t guess.
Customer: Yes please, can someone check?
No matching docs
Gap report, last 7 daysSample data
| Unanswered question | Asked |
|---|---|
| Do you price match? | 0 |
| Can I change the address after it ships? | 0 |
| Do you ship to Australia? | 0 |
| Is there a student discount? | 0 |
Compare
How it compares to a generic chatbot
Answers with sources
Answers from whatever the model picked up in training, with no source
Answers from your docs and links the passage it used
Says “I don’t know”
Tends to guess when it’s unsure
Says it doesn’t know and offers a person
Human handoff
Customer hunts for a contact form
One click; your team gets the chat in Slack, email or their own tools
Gap report
No record of what it couldn’t answer
Lists unanswered questions so you know what to write
AI provider
Tied to one vendor
Gemini, OpenAI or Claude, switched by one setting
Demo
Try it on Pinebrook Supply
A fictional online store selling home and kitchen goods. Its policies, products and order numbers are all made up for this demo.
Live chat is open
Try the live demoPinebrook Supply
Home and kitchen goods, fictional
Loaded with these docs
- Shipping rates and delivery times
- Returns and refunds
- Product warranty
- Order tracking and changes
- Payment methods
Questions to try
- 01Can I return a kettle I’ve already used?
- 02How long does shipping to Canada take?
- 03Do you price match?
The last question isn’t covered by Pinebrook’s docs, so it shows how Sourced AI handles a gap.
FAQ
Questions, answered
The short version of how Sourced AI behaves.
Give your customers answers they can check.
Cited answers, an honest “I don’t know”, and a person when it counts.