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.
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.
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.
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.
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.
Pointer provides detailed analytics to help you understand user needs and improve your knowledge base. For more information, see the Analytics section.
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Update outdated information that may lead to incorrect responses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
Ensure answer accuracy by:
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Removing outdated or incorrect information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
Answer quality depends on the comprehensiveness and accuracy of your knowledge base. Regularly review and update your sources to maintain optimal performance.