Adding a chat interface to a website is easy. Making it answer company-specific questions reliably is the real engineering and content problem.
A support assistant needs more than a capable language model. It needs a controlled set of sources, a retrieval workflow, a testing process, and a clear fallback when the available knowledge is insufficient.
This article describes a practical website-to-answer workflow for small and mid-sized products. It is based on lessons from building Oscar Chat, but the principles apply to any retrieval-based customer-support assistant.
Start with source ownership
Before crawling anything, define which pages the business considers authoritative.
