- Regularly auditing and updating knowledge base sources
- Removing outdated or incorrect information
- Adding authoritative sources for technical topics
- Providing clear, unambiguous information
- Testing answer quality with common user questions
Core AI features
Answer engine
AI-powered answers that provide accurate, cited responses from your knowledge base.
How it works
Pointer processes user questions through a sophisticated workflow designed to maximize accuracy and transparency:1
Question analysis
Parses the question to understand what information is needed and what level of detail to provide in the response.
2
Knowledge retrieval
Uses graph-based connections to search through the knowledge base and find the most relevant documentation and content.
3
Response generation
Creates an answer that matches the question’s complexity — brief for simple questions, detailed for complex ones. Includes proper formatting and code samples where needed.
4
Citations
Adds numbered citations throughout the response that link directly to source documents. Citations include preview text on hover.
Key features
Graph-based retrieval
Uses relationships between knowledge sources to find relevant information and reduce incorrect responses.
Formatting
Formats responses with appropriate code blocks, lists, and structure based on the content.
Citations
Includes numbered citations that link to sources, with preview text on hover.
Adaptive responses
Adjusts response length and detail based on the complexity of the question.
User experience
Asking questions
Pointer handles a wide range of query types:- Product feature explanations
- Technical implementation guidance
- Troubleshooting and support questions
- Company policies and procedures
- Integration and setup instructions
Citation system
Inline citation markers
Answers include numbered citation markers (e.g., [1], [2], [3]) that link directly to the sources used to generate the answer. These markers appear throughout the response text wherever specific information is referenced.Hover details
When users hover over citation markers, they see detailed information about the source, including the source title and direct quote from the section that was used to generate the answer.
Source listings
At the bottom of every answer, users can view:- Complete source list with clickable links
- Public knowledge base sources only (internal sources remain private)
- Direct access to referenced documentation
Only public sources from your knowledge base are cited and linked in responses. Internal or private sources contribute to answer accuracy but maintain their privacy settings.
Knowledge base integration
The effectiveness of Pointer’s answer engine depends heavily on your knowledge base configuration:Source optimization
- Comprehensive coverage: Include detailed product documentation, FAQs, and support materials
- Regular updates: Keep sources current to ensure accurate responses
- Clear structure: Well-organized information improves retrieval accuracy
- Public accessibility: Mark appropriate sources as public for citation linking
The more comprehensive and well-structured your knowledge base, the more accurate and helpful your Answer Engine responses will be. Consider adding multiple perspectives on the same topics to improve coverage.
Analytics and insights
Pointer provides detailed analytics to help you understand user needs and improve your knowledge base. For more information, see the Analytics section.Best practices
Optimize your knowledge base
Optimize your knowledge base
Ensure comprehensive coverage by including:
- Detailed product documentation with examples
- Frequently asked questions and answers
- Step-by-step implementation guides
- Troubleshooting procedures and solutions
- Company policies and support procedures
Structure information effectively
Structure information effectively
Organize content for optimal retrieval:
- Use clear, descriptive headings and sections
- Include relevant keywords and terminology
- Provide multiple examples for complex topics
- Cross-reference related information
- Keep information current and accurate
Monitor and improve
Monitor and improve
Regularly review analytics to:
- Identify frequently asked questions not covered in your knowledge base
- Update outdated information that may lead to incorrect responses
- Add new sources based on emerging user needs
- Optimize source structure based on citation patterns
- Address knowledge gaps revealed by unanswered queries
Maintain source quality
Maintain source quality
Ensure answer accuracy by:
Answer quality depends on the comprehensiveness and accuracy of your knowledge base. Regularly review and update your sources to maintain optimal performance.