Support answers your compliance team can check
Certant answers customers from the documents you approve, shows the clause each answer came from, and passes anything it can't support to a person.
"Can I switch my policy to fortnightly payments?"
Yes. You can change to fortnightly payments at any time from your account, and the change applies from your next due date.
"Will that change my premium?"
I can't find that in the documents I can read. I can pass this to the support team with our conversation attached.
Keep made-up answers away from customers
In a regulated business, what your support channel says can be held against you. In 2024 a Canadian tribunal held Air Canada to a refund policy its website chatbot had described wrongly.
Certant answers only from the documents you connect. When they don't support an answer, it says so and hands the question to your team with the conversation attached.
- Covered by your documentsAnswered in plain English, with the clause it came from
- Not covered by your documentsSays it can't find the answer and offers a person
- On your hand-off list, such as complaints or hardshipGoes straight to a person
- Asked in another languageAnswered in that language, citing the same clause
How it goes live
You choose the documents and the topics that always go to a person. Your compliance team tests it before a customer sees it.
- Connect approved documents Product disclosure statements, terms, policies and help articles, from SharePoint, Google Drive or your website.
- Set the hand-offs List the topics that always go to a person, and write the message customers see when the bot can't help.
- Test with compliance Ask the questions you already know the answers to, and click every citation.
- Put it where customers ask Add one script tag to your site, or use it in your help centre, Slack or Teams.
What your reviewers get
Your compliance team can check each of these in a trial before launch.
| Control | What it does |
|---|---|
| Paragraph citations | Each answer names the document and section, and one click opens the page. |
| Replaced documents flagged | When a newer version of a document is loaded, Certant flags the older one instead of quoting both. |
| Audit log | Every question and answer is written to an append-only log, kept for 365 days on Certant Cloud. |
| Unanswered questions | A list of what the bot couldn't answer shows which documents are missing. |
| Where it runs | Australian, European or US regions on Certant Cloud, your own cloud account, or offline. |
The same chatbot can sit inside Zendesk, Intercom or Freshdesk and draft replies for an agent to approve. See AI customer support chatbot for the general setup.
What support and compliance leads ask
Can an AI support agent avoid hallucinating?
No AI tool can promise it never makes a mistake. Certant answers only from your documents, cites the passage, and declines when no passage supports an answer, so a reviewer can check any answer in a few seconds.
Which documents can it answer from?
The ones you connect: PDFs, Word documents, scanned files, help-centre articles and web pages. Scans and tables are read with their structure kept.
What happens when it can't answer?
It says it can't find the answer in the documents it can read, and offers to pass the question to a person with the conversation attached.
Where does customer data go?
On Certant Cloud, to the region you choose and the sub-processors listed on the security page. A sovereign deployment keeps it inside your own network; see deployment options.
Test it on your product documents
Book a call and bring the questions your support team answers every week, or start free and load a policy yourself.
Refunds are available within 30 days of purchase. After that, you can request a partial refund up to 60 days.