The Question Bank
Customers keep asking the same questions in different words. The Question Bank collects them, deduplicates them into one canonical list, lets staff write one verified answer per question — and then serves that answer, instantly, to every future customer who asks. Status: LIVE end to end
flowchart TD
MSG["📱 Every customer message"] --> CLS{"Is this a real question
or just chit-chat?"}
CLS -->|"noise"| DROP["discarded"]
CLS -->|"genuine question"| EMB["Meaning fingerprint
(embedding)"]
EMB --> SIM{"Heard this question
before? (≥ 0.92 similar)"}
SIM -->|"yes"| MERGE["Same entry:
counter +1, phrasing saved,
asker recorded"]
SIM -->|"no"| NEW["New entry —
waiting for an answer"]
NEW --> BANK[("📚 The Bank
one entry per distinct question")]
MERGE --> BANK
BANK --> CUR["🌙 Nightly curator
auto-DRAFTS answers for
questions asked 5+ times"]
CUR --> ADMIN["🧑💼 Staff: edit → approve
(dedicated Dashboard page)"]
BANK --> ADMIN
ADMIN --> SERVE["✅ Approved answer"]
SERVE --> RAG["Served to every future customer
who asks anything similar —
in the agent's prompt, or verbatim"]
classDef hi fill:#e7f2ec,stroke:#166b4e,color:#182420
class BANK,ADMIN,RAG hi
The full loop: capture → deduplicate → draft → human approval → serve.
1 · Every message goes through capture
The moment the agent replies to a customer, it also — in the background, never delaying the reply — runs the message through capture:
- A cheap AI classifier asks: "is this a real Marriage.pk question, or noise?" Greetings, "theek hai", frustration, off-topic chatter — discarded. Only genuine queries (pricing, payment help, matchmaking process…) continue.
- The question gets a meaning fingerprint — a numeric representation of what it means, not how it's spelled.
- A similarity search asks: "have we heard this before?" If an existing entry is at least 92% similar, it's the same question: the counter increments, the customer's exact phrasing joins the examples, their number joins the asking-users list. Otherwise a new entry is created, waiting for an answer.
So the bank isn't a log of raw messages — it's one deduplicated entry per distinct question across all customers, with a popularity count. "Kitne paise lagenge?", "what is the fee?", and "price kya hai?" all land on one entry. That's why there are 29 entries rather than hundreds of rows.
On top of that, a nightly curator auto-drafts an answer for any question asked 5+ times that has none — a head start for staff. A draft is never shown to customers.
2 · Who answers, and how
Where: the dedicated Question Bank page in the staff Dashboard (its own section in the sidebar, like Corrections).
Who: staff holding the dedicated
question_bank.manage permission — grantable and revocable
per person, independent of any other access. Admins and super-admins
hold it by default.
What they can do: write an answer, edit it, approve it, archive a question, merge near-duplicates, and redo an AI draft that failed or never appeared — failed drafts carry a visible mark with the reason.
3 · What happens on save — designed to be safe
| Action | Effect |
|---|---|
| Save as draft | Stored, visible to staff only. A draft is never served to customers. |
| Approve | Saves your current text and marks it approved in one step — live for the very next customer who asks. |
| Edit an approved answer + Save | The answer drops back to draft and stops being served immediately — an edit is a new claim, and a half-finished edit can never leak to a customer. Approve again to go live. |
Once approved, no extra steps: the answer serves on the very next matching message — including questions asked in Roman Urdu, because matching works on meaning, not spelling (verified: a Roman-Urdu paraphrase matched its English question at 87% similarity).
How an approved answer reaches the customer
- Inside the agent's thinking — injected as "verified knowledge, prefer this wording, do not contradict" whenever the customer's message is similar to an answered question.
- Verbatim, for near-exact matches — the FAQ fast path ships the approved text as-is, no AI rewriting. Owner-approved wording reaches the customer letter for letter.