AI product knowledge assistant
ProductIQ: make the product manual useful at the moment of support
A customer looking for help should not have to guess which PDF contains the answer or whether it applies to the product in front of them. ProductIQ is designed as a support platform for hardware manufacturers, using approved knowledge to help customers find relevant guidance after the sale.
The proposed experience connects a product entry point, manual-based assistance and a route to support when the question remains unresolved. The value depends on correct product identification and knowledge that the manufacturer is prepared to stand behind.
Turn approved material into a support source
Start with uploaded manuals and troubleshooting guides, then review the knowledge extracted from them. Keep that approval step meaningful. Confirm product models, document versions and the audience for each instruction before making it available to customers.
An answer should remain connected to the source material that supports it. Test outdated manuals, similar model names and questions that the approved content cannot answer. A fluent response should not fill a knowledge gap with an unsupported instruction.
Step 1 of 5 1. Choose a representative task
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Plan the Australian operating handover
Identify the Australian process owner, the systems already in use and any group teams that will approve or operate the change. Where customers, staff or data cross regions, document the actual access and support arrangements. The delivery plan should fit the working hours, reporting calendar and decision responsibilities of the team that will use it.
Confirm the current local product offer, supported version and commercial terms with FI Digital before planning production use. The group product description does not imply identical availability, hosting or support arrangements in every market.
Give the customer a clear entry point
The intended workflow uses a product QR code to open assistance without requiring a separate app. Validate the current product journey and access design for your use case. Public product help and customer-specific records may require different controls; a convenient QR code should not expose private information.
The initial question should be understood in the context of the right product. Where identification is uncertain, guide the customer to clarify or contact support rather than guessing which manual applies.
Escalate when the answer is not supported
The support workflow includes escalation into a ticket with a summary when assistance is insufficient. Confirm the current integration and handover details. A good escalation preserves what the customer asked and what has already been tried, while allowing a human to correct any inaccurate summary.
The listing also mentions trusted-web search. Keep that function disabled or restricted until the manufacturer has approved sources and answer rules. For safety-relevant questions, use clear boundaries and an authorised human route. General web content should not be presented as an approved product instruction.
Learn from unanswered questions
The reporting views can help identify support demand, escalation and knowledge gaps. Review what each measure counts before interpreting it as a resolved problem. A customer ending a chat does not necessarily mean the issue was fixed.
Request a ProductIQ walkthrough with FI Digital. Bring an approved manual, a product-identification example and a few questions the support team regularly receives. Start with the evidence needed to provide a useful answer and a responsible escalation.
Scope and responsibilities
Confirm the current product version, local availability, supported integrations and information-handling arrangements in the walkthrough. No universal price, hosting location or service level is implied.
Frequently asked questions
Is ProductIQ a general-purpose chatbot?
The described use case is product support grounded in approved manuals and related knowledge. That narrower purpose should shape evaluation, permissions and escalation. Confirm the current functionality in a walkthrough. The goal is useful support for the identified product, not an unrestricted conversational assistant that answers questions outside the manufacturer's approved information.
Can customers access it from a QR code?
The intended entry point uses a QR code without a separate app. Validate the current journey, supported devices and access requirements for your deployment. Distinguish public product guidance from private customer records. A simple entry point should not imply that confidential service history or restricted instructions can be exposed without appropriate authorisation.
How are manuals approved and kept current?
Define who owns each product's documentation, which version is approved and how updates are reviewed. Confirm the current product's knowledge-management workflow. Test similar models and withdrawn instructions. The support experience should preserve the link between an answer and its applicable source rather than mixing material from different products or obsolete document versions.
What happens when the manual does not answer the question?
The workflow should make the gap visible and provide a responsible escalation rather than invent an instruction. The catalogue describes ticket creation with a summary when help is still needed. Validate that handover and allow human correction. An unanswered question can also become useful evidence for improving the manufacturer's approved support material.
Should answers use information from the open web?
Only within a separately reviewed source policy appropriate to the product and its risks. The catalogue mentions trusted-web search, but that is not a reason to treat general internet content as approved guidance. Restrict sources and escalation behaviour, particularly for safety-relevant issues, and confirm the current product's controls before enabling that capability.
Does an ended chat count as a solved problem?
Not necessarily. Define resolution and escalation measures before using analytics to claim a support improvement. A customer may leave because the answer helped, because it did not help or for an unrelated reason. Review representative conversations and follow-up evidence so the reporting reflects a meaningful outcome rather than a convenient activity count.
Can it replace trained product-support staff?
It should provide a useful first route for supported questions while preserving human ownership of exceptions and consequential advice. Some issues need diagnosis, authorised repair or information outside the approved material. The product should make that boundary clear. Evaluate where assistance helps without promising that every support need can be resolved autonomously.
What makes a suitable first pilot?
Choose a defined product family, approved manuals and representative support questions. Include model ambiguity, outdated information and questions requiring escalation. Review answer support, handover quality and customer understanding. Do not claim a ticket-deflection percentage before measuring a clear resolution outcome against your own support baseline and operating conditions.
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