Library › Customer Support & Success AI › Customer support teams
Build an FAQ from the questions customers ask most
- For Customer support teams
- You practice Keeping the AI to your sources
- Time about 5 minutes
- Level Intermediate
About this exercise
Turn the top questions in these tickets into a short FAQ for the help center. Use exactly 4 Q&A pairs, written as "Q:" and "A:" lines, for the four questions asked most often, most-asked first. Answer only from the pause policy, even where an agent's reply says something different. Each answer under 25 words, plain text.
Common mistakes when you ask AI for this
- Picking random questions. The AI writes the FAQ it imagines, not the questions customers actually asked most. Try: Say: "The 4 most-asked questions, most-asked first."
- Trusting the agent replies. The AI mixes in Lou's "6 months" and "Friday" answers, which are wrong. Try: Add: "Answer only from the official policy, not agent replies."
- Long answers. AI writes a paragraph per answer. Try: Cap it: "Each answer under 25 words."
- Markdown FAQ. AI bolds every question and adds headings. Try: Say "plain text, Q: and A: lines, no bold".
What a strong prompt includes
- Uses the top questions
- Answers from policy only
- Sets the Q/A format
- Caps each answer
- Asks for plain text
Related exercises
- Accept a job offer and confirm the exact terms (Writing AI · Job seekers)
- Allocate shared rent by headcount using the right roster (Finance AI · Accountants)
- Announce a seasonal offer with its real terms and no fake scarcity (Sales AI · Small business owners)
- Announce planned maintenance in four labeled lines (Customer Support & Success AI · IT teams)
- Answer a 'where is my order' email with the real new date (Writing AI · Customer support teams)