--- title: "Flows Concierge: Questions It Should Answer From Your Articles" description: "Practical AI concierge use cases start with one current article and a citation. See which questions Flows Concierge may answer and what to log when none match." url: "https://articles.flowcrews.com/flows-concierge-questions-it-should-answer-from-your-articles" category: "Concierge" date_published: 2026-10-08 reading_time_minutes: 7 word_count: 1710 --- # Flows Concierge: Questions It Should Answer From Your Articles *A copyable allow-list of question classes one current article can answer, with a cite-or-log rule instead of a guess.* ![Flows Concierge: Questions It Should Answer From Your Articles](https://pub-07fb5e4955ba485b822d6b388be96d9a.r2.dev/2e474d51-a072-472e-ab2f-1a43a8990566/flows-concierge-questions-it-should-answer-from-your-articles/hero-1d6f1471-50f1-4017-9831-1a8c50f68695.jpg) **TL;DR:** - Answer only when one current article fully covers the question, then cite that URL. - A direct FAQ or how-to hit is the safe use case; a missing match is a handoff and a content-gap log, not a guess. - Never synthesize an answer that is not written on the site, even if the inference seems obvious. - Duplicates are worse than gaps: two disagreeing articles produce a confident wrong answer. - Track knowledge-base hit rate and volume coverage, not chat volume alone. ## Practical AI concierge use cases versus a generic chatbot ## Which questions should an AI concierge answer from published articles? ## When no article fully answers, hand off and brief the next article ## What makes an article safe to cite, and how a duplicate or stale page breaks it ## How many articles before a grounded assistant is useful? ## Which questions must still go to a human, even if an article exists? ## What the concierge should cite when a visitor asks what Flows can help with ## Conclusion - Answer filter — Flows Concierge should answer only when one current published article fully covers the question, then cite that single owner-supplied URL and refuse to browse or blend pages. - Question classes — Product scope, complete how-tos, stated definitions, published comparisons, setup or policy rules, direct FAQs, and marketing claims that state a complete current fact are in scope; each fact needs one canonical URL with the answer in the opening lines. - Miss path — A partial overlap is still a miss: hand off to a specialist, log the visitor’s exact phrasing, and turn repeated misses into the next article brief instead of synthesizing an unwritten answer. - Cite safety — Duplicates and stale pages are worse than gaps, because two disagreeing live URLs can confidently cite a retired figure; retire or redirect outdated URLs and do not leave them live. - Usefulness threshold — There is no magic article count; the assistant is useful when questions map to exactly one current article, with volume coverage above 80% of the last 90 days and a knowledge-base hit rate that does not sit below 60%. - Human handoff — Account state, live orders, non-canonical prices, and unsettled judgments still go to a person even if an article exists, and pricing, account, and order questions are not answered from blog posts. Audit your published set for one current URL per fact, then point Flows Concierge at that corpus and route every miss into the next article brief. ## Frequently Asked Questions ### What questions should Flows Concierge answer? Only questions one current published article already covers in full: what a product does, a complete how-to, a stated definition, a published comparison, or a setup or policy rule already on a page. It should cite that URL. ### What should it do when no article matches? Hand the visitor to a person and log a content-gap task with the exact question phrasing. Rework’s blueprint forbids inventing an answer that is not in the knowledge base, even when the inference seems obvious. ### Why are duplicate articles worse than missing ones? A gap can return “I don’t know,” which is recoverable. Two articles that disagree let the assistant answer confidently from the wrong or retired page. ### What hit rate shows the articles are keeping up? Rework treats a knowledge-base hit rate stuck below 60% as a sign that documentation is not keeping up with questions. Macha treats volume coverage as healthy above 80% when the last 90 days of demand is answered by exactly one current article. ### Why write the answer at the top of the article? Retrieval pulls passages, not the whole page. An answer buried after background, or steps that exist only in an image, often never gets selected even when the page exists. ### Is a high resolution rate mostly a model problem? Usually not. When an AI support agent is wrong, the usual causes are a missing article, a stale article, or two articles that disagree. Resolution spreads widely with knowledge-base quality, not with the model name alone. ## Sources - [https://resources.rework.com/libraries/ai-agents/ai-knowledge-base-agent](https://resources.rework.com/libraries/ai-agents/ai-knowledge-base-agent) - [https://myaskai.com/blog/best-ai-customer-service-knowledge-base-2026](https://myaskai.com/blog/best-ai-customer-service-knowledge-base-2026) - [https://sitegpt.ai/docs/concepts/how-answers-work](https://sitegpt.ai/docs/concepts/how-answers-work) - [https://www.helpdocs.io/learn/ai-customer-support-agents/](https://www.helpdocs.io/learn/ai-customer-support-agents/) - [https://www.getmacha.com/blog/knowledge-base-coverage-audit-ai-agent](https://www.getmacha.com/blog/knowledge-base-coverage-audit-ai-agent) - [https://www.saasmag.com/saas-support-economics-involvement-resolution/](https://www.saasmag.com/saas-support-economics-involvement-resolution/) - [https://www.pageloop.ai/blog/how-to-improve-intercom-fin-resolution-rate](https://www.pageloop.ai/blog/how-to-improve-intercom-fin-resolution-rate) - [https://www.salesforce.com/news/stories/state-of-service-report-announcement-2025/](https://www.salesforce.com/news/stories/state-of-service-report-announcement-2025/)