Plans change. Doors open later than planned. A room moves. A road closes. Opening hours change for a bank holiday.

Updating the website is the easy part. The harder part is everything else: the replies your team sends on Instagram, the answers on the phone, the WhatsApp messages, the email inbox. For a while, different channels say different things, and customers notice.

One source of truth behind every channel

A Sum Vivas Digital Assistant answers on your website, phone line, WhatsApp, Instagram, Facebook, email and SMS from a single set of approved knowledge. There aren’t separate scripts per channel to keep in step.

So when something changes, you update it once. From that moment, every channel gives the new answer.

Rules on the facts that matter

Some facts need to be said a particular way every time. You can attach a rule to any piece of knowledge, for example:

  • “Always include the booking link.”
  • “Mention that under-16s must be accompanied.”
  • “Give the police travel notice word for word.”

Shared facts, such as venue opening hours, can be written once and used by several Assistants.

When it doesn’t know, it says so

If a question isn’t covered, the Assistant doesn’t guess. It can search only the websites you trust and cite them, or hand the question to your team. The question is recorded in Cortex’s knowledge gap register, so you can add the answer once and close the gap on every channel.

Built from what you already have

You don’t start from a blank page. We build the Assistant’s knowledge from your website, PDFs and Word documents, and draft question-and-answer knowledge for your team to approve. It flags duplicates, so the knowledge base stays tidy as it grows.

Why consistency matters

Customers judge you by your worst answer, not your best. When every channel says the same, correct thing, people trust the answer and stop asking twice. That means fewer repeat questions for your team too.

Talk to us about keeping every channel in step.