NewDesk team6 min read
What the assistant actually reads
Point the desk at your website and it reads your help, pricing, FAQ and product pages first, leaving the blog out, and answers from them within a minute. Every answer shows its source. That means the quality of the answers is the quality of the pages, and a Tuesday spent on the help centre beats a week spent on prompts.
Six edits
One: one question per article, with the question as the title. A page that answers four things is found for none of them. Two: put the fact in the first paragraph, not after the history of the feature. Three: write prices, limits and dates as text, never inside an image. Four: delete the articles that say "contact support for details"; they teach the assistant to say the same. Five: date what changes, so a reader and the assistant can tell old from current. Six: when two pages disagree, fix one. Contradictions are the commonest cause of a confident wrong answer.
What the desk does after reading
Scraped pages carry menus, cookie lines and sign-up prompts. The desk cleans each page once with the model, keeping the rest in the page’s own words and refusing any rewrite that invents or drops a fact. Then it merges the same page crawled twice, finds rows that contradict each other and flags them for you, and redacts customers’ emails and phone numbers that were never meant to be knowledge.
Teaching it what the pages do not say
On the Training page you add documents and Q&A pairs for what the site never wrote down. Each morning the desk can draft yesterday’s solved tickets into Q&A pairs for review, so what your team answered by hand becomes what the assistant answers tomorrow. And it keeps a list of gaps: the questions it was asked and could not answer, which is the best editorial calendar a help centre ever had.
The loop
Read the gaps on Monday, write or fix the pages, let the crawl pick them up, and watch the gaps shrink. The assistant improves without a single change to a prompt, and the help centre your customers read improves with it.