A bank wants product questions answered from its approved FAQ library, and it wants complaint outcomes kept off that library. Which knowledge design fits?
Select an answer to reveal the explanation.
Short Explanation
A product shelf can tell you what the item is, and it cannot hand down a ruling on a complaint. You let product FAQs be generative over the approved FAQ library, and you keep complaint decisions off that library. Stuffing rulings into the same articles makes the shelf pretend to be a judge.
Full Explanation
Generative knowledge is the right source when the approved library actually contains the answer. Product questions at this bank are that case: the agent may answer them generatively from the approved FAQ library. A complaint outcome is a decision, and that FAQ library is not the authority for it, so the design keeps complaint decisions off the library and on the bank's decision path. Generating product answers and complaint outcomes from the same approved FAQ library treats a help article as a ruling. Blocking generative answers for product FAQs and forcing every product question into a scripted topic throws away a source the bank already trusts for that narrower job. Adding complaint-decision rules to the FAQ articles so the model can rule from that library is the same mistake in a new costume, because the decision is still coming out of a library that was not built to make it. Exam caveat: generative answers are allowed only over the approved library, and a miss in that library is a handoff, not a guess. Operational check: ask a product question that the FAQ covers and confirm the reply cites it, then ask for a complaint outcome and confirm the agent does not decide it from those articles.