GenCMS use case
A customer knowledge assistant that answers from your approved sources
GenCMS turns approved product, policy and support content into a customer knowledge assistant for websites and messaging channels. It is for teams that need answers grounded in their own sources, with access rules and a route to human support. Start by choosing one audience, channel and source set for a scoped MVP that iGears can deliver within 30 days.
Input → GenCMS → output
How the customer knowledge assistant works
- Input01
Connect approved sources
Provide the help centre, product information, policies and other content the assistant is allowed to use.
- GenCMS02
Retrieve, check and compose
GenCMS retrieves relevant passages, applies access and answer rules, and prepares a response from that context.
- Output03
Answer or escalate
The selected channel returns a grounded answer with source context, or hands the question to a person when required.
What you need to provide
- Approved source documents or URLs, plus a named owner for each source set
- Representative customer questions and the answers your team considers acceptable
- Target channel, audience, languages and tone
- Access, privacy, fallback and human-escalation rules
What you will get within 30 days
- A working MVP for the agreed audience, source set and channel
- A searchable knowledge index with a defined source-update process
- Configured answer, source-display, access and escalation rules
- Agreed test scenarios, handover notes and a next-phase scope
The 30-day period starts from the agreed project kickoff. Project services are fixed-price; the quotation states the scope, fee, deliverables and acceptance checks.
Frequently asked questions
What to know before you start.
Straight answers about GenCMS, deployment choices, data control and the first MVP.
- How does the assistant reduce unsupported answers?
- It retrieves from approved sources and can be configured to show source context, decline when evidence is missing or escalate to a person. These controls reduce risk, but teams should still test the use case and keep human review for sensitive decisions.
- What knowledge sources can we use?
- The MVP can use an agreed set of sources such as help-centre pages, product documents, policies and structured records. Formats, permissions and update frequency are confirmed during scoping.
- Can it answer in more than one language?
- Yes, multilingual retrieval and responses can be configured when the selected models and source content support the required languages. The test set should include each language you plan to serve.
- Can it work on our website or WhatsApp?
- Yes, GenCMS can support website and messaging-channel integrations. WhatsApp delivery requires an approved business account and the relevant channel integration; the exact channel is agreed for the MVP.
- Can the knowledge assistant be privately deployed?
- Yes. It can use the iGears-routed managed API, Hong Kong data-centre hosting or an on-site environment, subject to the models, integrations and infrastructure selected for the project.
Turn this use case into a working MVP in 30 days.
Agree one workflow, its data boundary and acceptance checks, then let iGears build, test and hand over the scoped MVP.