Knowledge-grounded answering
Answers customer questions from the company's own knowledge base — not from what the model assumes
What this capability means
Knowledge-grounded answering means a tool answers customer questions from the product’s own knowledge base, not from model assumptions or invented facts. It is about whether the answer is grounded in the store’s approved knowledge, so the agent uses the provided information rather than guessing.
Boundary: Judges whether the agent grounds its answer in the product’s own knowledge base.
Scenarios that test this capability
A scenario is a real-world situation used to test a capability.
Benchmarks that include this capability
A capability has global identity and may be used by more than one benchmark.
AI Customer Support Chatbots
Automate customer support using an AI chatbot / AI customer support agent — which agents handle real customer support conversations for a business best?