Help center integrations
Zendesk, Salesforce, Kustomer, Freshdesk, IntercomAuto-sync from the help center your team already maintains. Articles, categories, and revisions stream into the index.
Knowledge
The RAG pipeline built for production.
Zowie owns the retrieval stack end to end. Embeddings, vector search, ranking, generation - all tuned for customer service content. 98% answer accuracy, every answer sourced from your content.
Trusted by operators running Knowledge in production
Answer accuracy
98%
In production, measured by Supervisor.
Languages
70+
Consistent retrieval accuracy across all of them.
RAG infrastructure
0
To build or maintain. Zowie owns the stack end to end.
The argument · Managed RAG
A retrieval stack we built, tuned, and run.
Knowledge is a managed RAG pipeline. Not a library plugged into an LLM. Every layer of the stack was built and tuned for customer service content, and the whole thing runs as a service.
retrieval-stack.zowie / managed4 layers · 1 service
LAYER 01
Embeddings
Domain-tuned for CS questionsTrained on how customers ask, not how engineers write docs.
LAYER 02
Vector index
Unified across every sourceOne index over Zendesk, Salesforce, Kustomer, your site, custom APIs.
LAYER 03
Ranking
Tuned for short-form policy matchOptimised for the way real CS queries hit policy content.
LAYER 04
Generation
Grounded in retrieved policyResponds from what was retrieved. Says so when retrieval is weak.
Every answer logged· Supervisor quality score · Source attribution
traceability.layer
PILLAR 01
Domain-tuned retrieval.
The embedding models are trained on how customers ask questions, not how engineers write docs. Retrieval ranking is tuned for short-form CS queries against policy content.
Maps: Layers 01 - 03
PILLAR 02
Grounded generation.
The agent responds from retrieved content. When retrieval confidence is low, the agent says so. No gap-filling. No plausible invention.
Maps: Layer 04
PILLAR 03
Source-level traceability.
Every answer is logged with the retrieved policy, the generated response, and a Supervisor quality score. Full audit trail per response.
Maps: Run alongside the stackHow it works
One question. One policy.
One sourced answer.
Every answer is sourced from your approved content. Every answer is logged. 98% answer accuracy in production across deployments, measured by Supervisor.
- SourcedEvery answer cites the policy it came from
- LoggedQuestion, retrieval, response, and score retained
- ScoredSupervisor evaluates every interaction automatically
Customer · 14:02
"Hi - I bought a hoodie three weeks ago in your Berlin sale. The seam came apart yesterday. Can I exchange it?"
Policy retrievedscore 0.94
# /policies/returns/sale-items.md
Sale items remain returnable for 30 days from
purchase if defective. Defective items qualify
for replacement, exchange, or store credit.Agent · 14:02
You're inside the 30-day window for defective sale items, so I can sort that for you. You can choose between a replacement, an exchange, or store credit - which works best?
sourced · /policies/returns/sale-items.mdsupervisor: pass
Content sources
Every source your content already lives in.
Knowledge ingests from the systems you already maintain. One retrieval index across all of them, with auto-sync where the source supports it. No custom ETL pipeline per system.
Website content
Crawl public pagesCrawl product pages, returns pages, FAQs. Re-crawl on schedule or on demand.
API ingestion
Custom systemsPush from internal CMS, knowledge bases, or product databases through one endpoint.
Manual policies
Authored in-platformWrite policies directly in Zowie when there's nowhere upstream they belong.
Sync · Index
Edit a policy upstream. The retrieval index reflects it on the next sync - typically under five minutes for help center sources.
Median sync4m 12s
Targeting
Retrieval, scoped at query time.
Different customers see different answers from the same source. Knowledge filters at query time on region and segment, with the customer properties you've defined.
The retrieval index stays unified. The policy that reaches the customer is the policy that applies to them.
EU · DE
Germany
NA · EN
United States
Standard customers
Default segment14-day return window. EU consumer rights apply. Refund to original payment within 14 days.
30-day return window. Free returns on orders over $75. Refund to original payment within 7 days.
VIP membersVIP
Loyalty tier ≥ Gold60-day return window. Concierge handling. Full refund or replacement at customer's choice.
90-day return window. Concierge handling. Full refund or replacement at customer's choice.
Final Sale items
Item flag · final_saleNo returns. Defective items remain returnable for 30 days under EU statutory warranty.
No returns or refunds. All sales final, except where required by state law.
Regions and Segments work together. Add a customer property, define what it filters, and every retrieval that follows scopes against it.
For CX leaders
You write the policy. The agent reads it.
The AI says what you've approved. Not what it generated. You manage the knowledge, not the agent.
Editorial control.
Write a policy in plain language. Publish it. The agent reflects it on the next conversation. No retraining, no engineering ticket.
Regions and Segments.
Different customers, different answers, same source of truth. VIP customers in Germany see VIP policy in German. Standard customers in the US see standard policy in English. The matrix is yours to define.
Quality oversight.
When an answer is off, Supervisor shows you which policy was retrieved and how the agent responded. Edit the policy. The next conversation runs on the new version.
Knowledge in the platform
Knowledge is one of three.
Knowledge handles questions. Flows handle processes that change a system of record. Playbooks handle interpretive guidance. The agent moves between all three inside one conversation.
01.You're here
Knowledge
You're hereGrounded, sourced answers from your approved content.
Flows
Compiled executionCompiled deterministic execution for refunds, claims, and identity verification.
See FlowsPlaybooks
LLM-interpreted guidanceLLM-interpreted guidance for retention, troubleshooting, and complaints.
See PlaybooksConnect your help center. Watch it answer.
See Knowledge grounded in your content. Connect a help center, ask the questions your team gets every day, and read the answers it gives back - with the policy each one came from.