Agents and bots answer from the same approved knowledge, so customers get one answer instead of three. Change a policy once and every reply follows; conflicting sources are flagged for a person to decide.
The examples on this page are illustrations — the answers come from your own documents, not from ours.
Ask three people in customer service the same question and you can get three answers. One remembers last year's return policy, one checked the website, one asked a colleague. The chatbot on the website says a fourth thing.
Every inconsistent answer costs trust. Some cost money: a promise one agent made that the policy does not cover, a refund the terms never allowed.
Trail puts one brain behind customer service. Agents ask it while they work, the chat on your website answers from it, and other systems can reach it over an API. Whoever answers, the answer comes from the same approved material — and shows the source, so an agent can open the procedure before replying to a customer.
When the returns policy changes, you update the source in the brain. Every answer follows — the agents', the website chat's, the next new hire's. If the new version contradicts the old one, Trail flags it for a person to decide which is right, instead of letting both live side by side.
A new source disagrees with what your brain already knows.
, whoever gives it and whenever it is given.
Agents ask instead of searching, and get the source with the answer.
New agents can ask the brain instead of shadowing a colleague for weeks.
Questions the brain could not answer show you which procedure is missing.
Every answer shows which documents it is built on.
New knowledge waits in a queue until a person approves it.
When two sources say different things, someone at your company decides.
Trail is hosted in Stockholm, Sweden, and answers are written by an EU language model.
Pick the ten questions your team answers most often and the documents behind them. We will show you agents and a website chat answering them the same way.
Or see it first — the demo asks a brain the question «How do we handle a return after 30 days — and do all our channels tell customers the same thing?» and shows the answer with its sources.