Give Hexyl one approved set of business answers

Start with a controlled answer set

Choose the questions your team answers most often, such as opening times, service scope and cancellation arrangements. For each answer, record its source, owner, location and review date. Keep internal procedures separate from material that may be shared with customers.

• Identify the source that wins when two documents disagree.
• Remove obsolete prices and mark unapproved drafts clearly.
• Define which roles and channels may use each category of information.

Teach the workflow when to stop

Prepare approved answers for routine questions and a useful handover for anything uncertain. If a question needs clinical judgement, a bespoke quote or access to a private record, route it to the appropriate team. A model’s confident wording is not evidence that its answer is correct.

Agree how updates move from the source to the assistant and website. Retain a record of the approved version so the team can investigate a wrong answer and restore a previous version where needed.

Test known, unknown and restricted questions

Build a small repeatable question set using your approved answers. Include questions that should receive no substantive answer. Repeat it after a material source or model change.

• Change an opening time and check that the old time is no longer offered.
• Ask about a service that is not in the approved list and check that no price is invented.
• Ask a public assistant for an internal document or another customer’s details and confirm it does not disclose them.

Measure correct answers and maintenance effort

Record correct answers, unsupported claims, appropriate handovers and the time required to fix gaps. Review the underlying source when the same question repeatedly fails. Agree an acceptable result for the chosen question set before widening scope. Passing that set supports a pilot; it does not prove the model will always be correct.

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