AI knowledge base with customer-specific access

Syntalith can build this application as a Company Brain project. The proposed scope connects selected product guides and materials shared with a particular customer to their account in the existing portal. Users ask a question, read the answer, and open the document behind the suggested step. Your account managers identify the agreements intended for customers, while the people managing access determine who may use them.

Two companies ask how to prepare

Suppose the product guide explains how to prepare a file listing products for import. Customer A's agreement names a contact on the implementation team with whom they should discuss that file. Customer B has agreed on a different workflow, recorded separately. An employee of customer A signs in and asks what to do before implementation begins.

A useful answer combines the shared guide with customer A's agreement. It explains that they need to prepare the file and names the implementation contact, with links to both sources. The employee can revisit the agreement without asking the account manager to resend it. Customer B's contract and exceptions remain outside the materials used for this answer.

Access needs to be considered before the application selects material for the answer. That includes the document titles and links the customer sees. Telling a model not to disclose another customer's information does not replace restricting its available sources. In the proposed project, connecting customer accounts to their permitted materials is part of the application.

What customers can handle themselves

This kind of support fits questions whose answers already exist but require finding several pieces of information. A customer can check where to send a file or which step follows its preparation. If the shared documents do not answer the question, they need their account manager's help. The assistant does not add a new agreement to its response.

Your company also needs to decide which materials it actually wants customers to see. An account manager's internal note may contain information absent from the document shared with the customer. It makes sense to start with content already intended for external readers. Account managers understand the agreements and can identify anything that needs clarification before publication.

To discuss usefulness, start with recurring customer questions and where your support team finds the answers. We can work through what a user should read in the application and which source they should be able to open. Later, within the agreed project scope, your team reviews answers from each customer's account, including cases where different customers ask similar questions.

Our saved prototype screens of a document library show a question, its source, and a user's scope of access. The example uses synthetic data and identities and displays these details without running a model. It is not a deployed customer portal.

When an employee leaves a customer's company

Access management continues after an account is created. Someone needs responsibility for receiving notice that an employee has left and removing their access in the existing system. The knowledge application must reflect that change when the person tries to use answers and documents again.

Revoking access should consistently cover both sources and saved conversations containing the customer's agreements. We include this in the scope of connecting the application to portal accounts.

Could your existing help center do the job?

If customers mainly need to find a few clearly described articles, start with the existing help center. Zendesk describes user segments that restrict signed-in end users' article access by organization, tags, or specified individuals. Knowledge administrators can see all articles. This controls article access; connecting it to an AI application requires a separate review.

A custom application has a stronger case when customers do not know document names, ask questions in their own words, and need to combine a guide with an individual agreement. Syntalith's scope can then cover searching permitted materials, answering with source links, and connecting to sign-in and access changes in the portal. Your existing customer support system can remain in place.

Tell us about a question that regularly returns to account managers and where customers find documents today. Discuss a Company Brain project. You can also visit Syntalith's pricing page.