What your AI doesn't know are your business rules: your prices, your cutoff dates and your sales policies.
We've narrowed down the most important questions to build this Knowledge Base Template. It's 100% focused on Sales (closing customers) and Billing (getting paid).
PART 1: Sales (To close new customers)
1. What internet plans do you offer?
Answer: We offer residential fiber plans of: [50 Mbps for $X], [100 Mbps for $Y] and [300 Mbps for $Z]. All include installation and dual-band Wi-Fi.
2. How much does installation cost?
The installation cost depends on whether you choose the service with or without a minimum contract term:
With a minimum term:
Answer: If you agree to a 1-year term with us, installation usually costs $X.
Without a minimum term:
Answer: When there's no minimum-term contract, the installation fee is $X and is usually paid in advance to cover the technical work.
3. How long does installation take?
Answer: In urban areas, installation usually takes [48 to 72 business hours]. In rural areas, it can take up to [7 days].
4. Do you cover my neighborhood? (Coverage)
- Manual answer: We have fiber coverage in [Neighborhood A, Neighborhood B, Downtown]. For rural areas we use [radio link/satellite] technology. Please send me your current location to check.
- Automated answer (Zelty): Share your location in this chat. My system will find the nearest distribution boxes and check whether there are free ports to install you right away.
5. What do you need from me to sign up?
Answer: We only need a photo of your ID (both sides), an email address, a phone number and the exact location of the home.
6. Is there a minimum-term contract?
Answer: You can sign up with or without a minimum term, whichever you prefer:
- No minimum term: You can cancel the service at any time. In this case, installation has an extra cost charged at activation.
- Minimum term of [x months]: You agree to keep the service for a year. Under this option, installation is included in the service.
Once the minimum term ends, the service automatically continues month to month, with no new annual commitment.
7. What upload speed do the plans have?
Answer: Our plans are [symmetrical / asymmetrical]. For example, the 100 Mbps plan has 100 down and [50] up.
8. Does the service have a data cap?
Answer: No. All our plans are unlimited. You can browse 24 hours a day with no usage restrictions.
9. What's the difference between wireless internet and fiber?
Answer: Fiber reaches all the way inside your home by cable, offering maximum stability. Wireless internet goes over the air, ideal for rural or remote areas the cable doesn't reach.
10. Do you offer business (dedicated) services?
Answer: Yes, we have business plans with 1:1 contention, a static public IP and a guaranteed SLA. Ask a sales advisor for a quote.
11. How many devices are installed in my home?
Answer: Installation includes [1] modem/ONU with Wi-Fi. We don't include in-home cabling to other rooms or extenders, but you can request them at an extra cost.
12. Do you have a TV service?
Answer: Yes, we have a [digital/IPTV] TV plan with [X] channels, including sports and movies. You can bundle it with internet to get a discount.
13. Do you offer alarms and cameras?
Answer: Yes. We offer monitored security kits and Wi-Fi cameras with cloud recording. We can add it to your monthly internet bill for just [$X] more.
14. Do you give discounts for bundling services?
Answer: Yes. If you sign up for Internet + TV + Cameras, you get a [X%] discount on your total bill.
15. Do you offer a static public IP?
Answer: Yes, it has an extra monthly cost of [$XXXX]. It's ideal for accessing your cameras or servers remotely.
16. Do you block websites or games?
Answer: We don't block anything. If you have trouble with a game, it may be a port configuration (NAT) issue that we can look into.
17. Can you install it today?
Answer: We usually need to schedule [24 to 48 hours] ahead. We can offer you an "Express" slot at an extra cost if there's availability.
18. What if the technician is late?
Answer: If there's a delay, we'll contact you to reschedule or give you a new estimated time.
PART 2: Billing and Payments (To secure collections)
19. How can I pay my bill?
Answer: You can pay by: [bank transfer], [Nequi/Daviplata/MercadoPago], [Efecty/PagoFácil points] or at our office.
20. Where can I pay in cash?
Answer: At our office located at: [exact address], during [opening hours].
21. When is my bill due?
Answer: The bill is issued on day [1]. The first due date is day [10]. Service is automatically cut off on day [15] if no payment is recorded.
22. How do I request a move to a new address?
Answer: Contact us 1 week in advance. The move costs [$XXXX] and depends on coverage at the new address. Important: don't move the equipment yourself.
23. Can I suspend the service while I'm on vacation?
Answer: Yes, you can request a temporary suspension for at least [1 month]. It has a line maintenance fee of [$X].
24. How do I cancel the service?
Answer: You must request cancellation between the 1st and the 10th of the month. You need to be up to date on payments and schedule the return of the equipment.
25. Do you charge a late payment fee?
Answer: Yes. If you pay after the due date, the system automatically adds a late fee of [$X].
26. Can I increase my speed?
Answer: Of course! You can move to the [X Mbps] plan for just [$Dif] more. The change is done remotely and takes effect in minutes.
27. Is the router mine or on loan?
Answer: The equipment is provided on loan. If you cancel the service, you must return it in good condition.
28. I forgot my customer portal password.
Answer: Your username is your [ID number]. If you need to reset your password, we can take care of it here.
29. Can the account be transferred to someone else?
Answer: Yes. The current and new account holders must present their documents and have no outstanding debt. The process costs [$X].
30. Why is my bill higher this month?
Answer: It may be due to a late fee from last month, or the end of a temporary promotion. Would you like me to check your account statement?
What about Technical Support questions?
You might wonder: "Why didn't we include questions about red lights or cut cables?"
Because at Zelty, technical support isn't about reading a manual, it's about taking action.
- When a customer says "I have no internet", the Zelty agent doesn't read them a PDF; it connects to your system (Wispro/OLT), checks whether the fiber is cut and creates a ticket automatically.
- Don't fill your knowledge base with static technical instructions. Let Zelty's integrations do the dirty work.
How Does the Knowledge Base Work in Zelty?
Before getting to the questions, it's vital to understand this: Zelty doesn't run on "rigid commands", it runs on context. You write the information as if it were a Word document, and the AI reads it, interprets it and answers the customer in its own words, adapting to the tone of the conversation.
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