Basics
Is Ask KC a chatbot that maintains an ongoing conversation?
What is NO. Ask KC provides search results and stores previously asked questions for reference.
Improve this weak Ask KC search: “boats liability.”
What is: “Are boats covered for liability on home policies?”
Which is stronger: “Boats liability” or “Are boats covered for liability on home policies?”
What is “Are boats covered for liability on home policies?”
Is this helpful or not helpful feedback?
“Ask KC was not helpful.”
What is not helpful?
We want to explain what went wrong or how the experience could be improved.
What type of information should never be entered into Ask KC or the team activity?
Customer names, policy numbers, claim details, personal information, or confidential information.
This Tool helps users find information by searching KC content
What is ASK KC
Improve this weak Ask KC search: “appeal cancellation.”
What is: “Can we appeal a policy that is pending cancellation for misrepresentation?”
Name one piece of information that could improve a question about boat liability.
What are the state, line of business, or policy type?
The response did not address whether a third named insured could be added to a renters policy.”
What is helpful?
It identifies the specific topic that was missing from the response.
True or false: A general, sanitized question about a line of business is appropriate for the tool
What is true?
These should be reviewed before relying on an ask KC response
What are the linked KC articles
Improve this weak Ask KC search: “third named insured.”
What is: “Can I add a third named insured to a renters, auto etc policy, and how do I do it?”
“Can I add a third named insured?” what additional context could make the question more useful?
What is The type of policy, such as a renters policy, and the process the user wants to follow.
“The linked KC article did not support the answer because it addressed cancellation for nonpayment rather than cancellation for misrepresentation
What is helpful?
It identifies the mismatch between the response and the supporting article.
: A representative wants to use a real customer policy as a search example. What should they do instead?
Use an approved, sanitized scenario with no customer or confidential information.
It finds relevant answers and revisits prior questions or saved favorites
What are things ASK KC can do
What makes an Ask KC question stronger than a few disconnected keywords?
What is natural language
Why might state or line of business matter when writing an Ask KC question?
Requirements, procedures, or coverage rules may vary depending on the state or line of business.
The answer was wrong.”
What is not helpful?
The user should explain which part appears incorrect and identify the supporting resource or expected information, when available.
What should you do if the Ask KC response appears incomplete or unsupported?
Review additional approved resources and seek clarification or escalation as needed.
Ask KC provides a response, but the linked article does not support it. What should you do?
Review additional approved resources and seek clarification or escalation as needed.
Write a complete Ask KC question using the topic “stop pay.”
“What is the process for requesting a stop pay, and what information is required?”
Improve this question by adding context: “Can I add a third named insured?”
What is: “Can I add a third named insured to a renters policy, and how do I do it?”
Which feedback is most useful to the developers?
A. “This does not work.”
B. “The answer was confusing.”
C. “When I asked whether boats are covered for liability on a home policy, the response did not identify the applicable policy type or state considerations. The linked article addressed boat coverage generally but did not support the liability answer.”
D. “I do not like this answer.”
What type of feedback is useful during the Ask KC pilot?
Whether the answer was helpful, whether more context was needed, and whether the linked KC articles supported the response.