What do customers ask while they’re learning?

Customer education covers the courses, tutorials, webinars and guides that teach customers to use your product well. The questions it raises are specific to each learner, and a course can’t answer every version in advance. They’re less about where a button is and more about applying what they’ve learned:

  • “The lesson uses a sales team as the example. How would this work for support?”
  • “When should I start from a template instead of building from scratch?”
  • “What does the course mean by a workspace?”
  • “I’ve finished the automation lesson. What should I learn next?”

How does a voice agent support your courses?

The support agent answers learners on your academy or tutorial pages once their origin is on its allowed list.

  • The agent doesn’t see which lesson a learner is on, so invite them to say. The topic box is the natural place: a learner who types “Lesson 4: automations” gives the agent its starting point.
  • It searches your approved course material and explains the idea in your own terms and examples.
  • If a learner spots a lesson that’s out of date, they can ask the agent to note it, and the feedback is saved with the conversation.
  • When a question goes beyond your material, it’s told to say it doesn’t know and suggest your usual contact options.
  • The greeting and button label are set once for the support agent, so they also appear on your help pages. Write a greeting that works in both places.

How do you turn course material into knowledge?

The agent reads text. It can’t watch a video or look at a slide, so a lesson needs a written form before the agent can use it.

Each source holds up to 50,000 characters, but the agent reads about 4,500 characters of each match, so one lesson per source works better than a whole course in one. The 100-source limit is shared with your help content and sales notes, so start with the lessons learners ask about most.

  • A transcript or written summary of each video lesson, titled with the lesson’s name.
  • A glossary of your product’s own terms, so the agent uses the same words as your courses.
  • Worked examples written out step by step, including one for each kind of customer your courses mention.
  • A short map of the curriculum: which lesson covers what, and the order you recommend.

What isn’t a voice agent for in customer education?

Keep these jobs with your courses and your team:

  • Running courses. Kawl Now has no course builder, quizzes, certificates or completion tracking.
  • Visual teaching. It can’t show a diagram or the product screen, so keep walkthroughs in your lessons.
  • Checking work. It can’t see a learner’s account or what they’ve built.
  • Long sessions. Each call stops at 10 minutes, and a new conversation starts without the last one’s context.
  • Other languages. It greets learners in English, and there’s no language setting.

Common questions

Can the agent answer questions about our video lessons?

Only from text. Kawl Now can’t watch videos, so add each lesson’s transcript or a written summary as a source and approve it. Title each source with the lesson’s name, so learners and the agent use the same words.

Does the agent know which lesson a learner is on?

No. Kawl Now can’t see which page or lesson is open, so invite learners to name the lesson in the topic box before the call. The agent starts from that topic and whatever the learner says next.

Is Kawl Now a learning management system?

No. A learning management system hosts your courses and tracks who completes them. Kawl Now has no courses, quizzes or certificates: learners ask its voice agent about the material, and it answers from the course notes and lesson transcripts you approve.