How Karas builds an answer

Every answer is assembled from your documentation in the same five stages. None of them involve the assistant recalling something from general training — the text it writes from is retrieved from your help centre on every request.

1. Reading the question

Customers rarely phrase a question the way your documentation does. "my thing never showed up" and "where is order 4471" are the same question, and neither matches the wording of an article called Tracking your delivery.

So the question is first rewritten into a form better suited to searching, and the previous few messages are taken into account — which is why a follow-up like "and what about returns?" works without repeating the context.

2. Searching your documentation

Two searches run over your help centre at once: a keyword search, which is good at exact terms, product names and codes; and a meaning-based search, which finds the right article when the customer and your writer used different words for the same thing. The two result lists are then merged into one ranking.

3. Re-reading the candidates

The merged shortlist is read again and re-ordered by how well each passage actually answers the question asked, rather than how well it matches the words. This step is what moves the genuinely useful passage to the top when several articles mention the same terms.

4. Writing the answer

The best passages are assembled into a working context, grouped by article, and the answer is written strictly from that text. The answer is returned complete rather than word by word, because the safety checks in the next stage run on the finished text and some of them replace it.

5. Checking it

Before the answer reaches the visitor it is checked: that it carries citations, that the supporting material was strong enough, and that it makes no forbidden claim. See What Karas is not allowed to say and When Karas declines to answer.

Why this matters to you

Because the answer is built from retrieved text rather than recalled from training, improving your documentation improves the answers directly and immediately. There is no retraining step, and no prompt for you to maintain.