Notes from Serochat
Honest, practical writing on building AI customer support that answers from your own docs — and knows when to hand off to a human.
Can an AI chatbot cite its sources?
Some can, and some only appear to. How a chatbot cites its sources, what verifies the footnote, and how to test the citations yourself in five minutes.
What is a grounded AI chatbot?
A grounded AI chatbot answers from a defined set of documents, cites its source, and admits when it cannot help. The definition, the mechanics, the limits.
How to train a chatbot on your own data
You probably should not train anything. The practical route to a chatbot that answers from your own data: choose documents, connect them, test, fill the gaps.
A small-business guide to AI customer support chatbots
What a small business should ask of an AI chatbot for customer support: where answers come from, what the pricing counts — and when not to buy at all.
Cut repeat support tickets without hiring more agents
Most repeat support tickets are a content problem, not a staffing one. A practical routine for finding them, fixing them at the source, and keeping them gone.
Chatbot data privacy: the questions to ask
Who sees your documents and your visitors’ messages when you add a chatbot, which permission scopes matter, and the six questions to ask any vendor.
What is a RAG chatbot, minus the code
RAG means the bot looks things up before it answers. What retrieval-augmented generation does, what goes wrong with it, and what it is not — no code.
Connect your docs in an afternoon, not a quarter
A practical look at getting a doc-grounded support agent live: what to connect first, and how to keep answers accurate as your content changes.
Writing help-centre articles your AI agent can actually use
A few small habits make your existing documentation far easier for an AI support agent to answer from accurately.
A 10-minute setup checklist for your support agent
The shortest path from sign-up to a working, doc-grounded agent on your site.
Keeping answers fresh: a re-sync routine that works
Documentation changes. Here is a light habit for keeping your agent’s answers current without a heavy process.
Q&A pairs: the fastest fix for a wrong answer
When the agent gets something wrong, a short question-and-answer pair is often the quickest, most precise correction.
Connecting Google Docs, Notion, and your help centre
A practical tour of the sources you can connect, and what each one is best for.