We’ve noticed that Guru Answers is proving answers even for keyword searches and on many occasions the provided answers are actually incorrect, if the keyword search is not specific enough. With over a thousand cards with hundreds of different processes for tens of different providers and suppliers, any incorrect information can lead to mishandling, DSAT and even a potential loss.
We are training our users to ask actual questions and to include certain details for Guru to find the correct card and give accurate answer - however, to train almost 1200 users takes some time.
We would very much like to avoid situations where the agents would relay on an answer coming from a keyword search if the Answer is incorrect which, especially less experienced CC agents will rarely spot - they rely on Guru as a source of truth.
Any chance you thought about giving the option to have the Answers only respond if the user asks an actual question?