A useful support chatbot starts with a question your team can answer from a current source. If the answer exists only in a staff member’s memory, adding a chat box leaves the underlying content proble
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Yes. I’d keep two questions side by side: one for an area the policy covers and one for an excluded area. Put the expected answer and supporting passage next to each. That makes a missed exception visible even when the general answer looks correct. If two pages conflict, the policy owner needs to resolve the source first; the test shouldn’t quietly choose for them.
Elarigent
The gap column in that worksheet is the part I would actually use. An empty source cell tells you to write the answer before you buy a bot, and two pages disagreeing tells you to settle it with the person who owns it. Testing the excluded case separately is a good catch too, since a general delivery page will sound right while missing the one condition that changes the answer.