How CommBox Built CommBot: A Smarter Way to Help Our Customers

At CommBox, we’re always looking for ways to make things easier, faster and more intuitive for you — our customers. That’s why we’ve been hard at work on CommBot, our new AI-powered assistant now live on the CommBox website.

CommBot is designed to help answer your questions in real-time — from product specs to troubleshooting to setup tips. But behind the scenes, building this experience has been much more than just plugging in a bot.

In fact, it’s been one of the most valuable learning journeys we’ve taken in a long time.

Why We Built CommBot

Our customers rely on CommBox screens and solutions across education, business, government and healthcare — and they often have questions at all hours of the day. We wanted to provide a tool that gives you quick, helpful answers without needing to wait for business hours or dig through manuals.

That’s where CommBot comes in. It acts as your first point of contact on our website, answering your questions instantly and pointing you in the right direction.

But for an AI bot to truly work well, it needs the right foundation — and that’s where the real work began.

Rethinking Our Knowledge Base

To train CommBot properly, we had to take a step back and rebuild our knowledge base. That meant reviewing hundreds of help articles, support documents, product guides and FAQs. We had to ask ourselves:

• Are these articles written in plain, helpful language?

• Are they answering the real questions our customers are asking?

• Is anything missing?
  

We discovered that while we had a wealth of technical information, it wasn’t always easy to understand or structured for fast answers. So we began a process of rewriting, reformatting and re-prioritising our content — with customer clarity in mind.

Training the AI with Real-World Insights

Once our content was in shape, we began training CommBot with the best possible answers. But the learning didn’t stop there.

Every day, we check how the bot is performing. We look at which questions it’s answering well — and where it gets stuck. We review the conversations, track patterns, and identify where more content or clearer explanations are needed.

In short, we’re closing knowledge gaps daily. It’s a living, breathing system that gets smarter with time.

Learning from Our Customers

One of the most fascinating insights has come from watching how customers ask their questions.

They don’t always use technical product names or industry terms. Sometimes they describe what they’re trying to do, rather than what the feature is called. Other times, they compare it to how other brands work.

This has given us a whole new perspective on our products — and helped us reframe how we talk about them. It's reminding us to think like a customer, not a product manager.

What’s Next for CommBot

CommBot is already proving itself as a powerful support tool, and we’re only just getting started. In the months ahead, we’ll continue to:

• Expand the knowledge base with new content and richer media

• Add integrations with our support team and ticketing systems

• Personalise responses based on your customer journey

• Use customer feedback to refine and improve
  

Most importantly, we’ll keep learning — because AI works best when it’s powered by real human understanding.

Final Thoughts

At CommBox, we believe technology should make your life easier, not more complicated. CommBot is another step in that direction, giving you the answers you need, when you need them, in the simplest way possible.

We’re proud of what we’ve built, and even more excited about what’s coming next.

Want to try CommBot for yourself? Head to commbox.com.au and ask it a question — we’d love to hear what you think.