When you're in the business of accounts receivable, precision matters. PAYT helps thousands of businesses get paid faster through smart, automated payment reminders. As their customer base grew, so did the volume of support questions, and their team was reaching its limits.
“We knew we wanted to serve customers digitally. But wanting that and actually achieving it are two different things.”
PAYT had built a knowledge base and deployed a chatbot, but the results were underwhelming. The chatbot couldn't answer many questions because the knowledge base had gaps. Articles were missing, outdated, or didn't match how customers actually phrased their questions.
“Is our knowledge base good enough to let automation do its job?”
“What Comprendly does is compare what customers are actually asking against what the knowledge base contains. It sounds simple, but the impact is significant.”
Comprendly's gap analysis gave PAYT a clear, prioritized view of what was missing. Instead of guessing which articles to write or update, the team could see exactly where the knowledge base fell short, ranked by how often customers actually asked those questions.
The updates weren't a one-time fix. Comprendly continuously monitors the gap between customer questions and available content, surfacing new gaps as products change and customers evolve. PAYT now has a systematic, real-time process instead of periodic manual audits.
The impact was measurable and immediate: more questions answered correctly by the chatbot, fewer escalations to human agents, and a support operation that scales with the business instead of requiring more headcount.
The knowledge base went from being a static document library to a living, continuously improving resource, grounded in what customers actually need, not what the team assumed they needed.