Multi-Branch Retail
A Central Knowledge Base for Multi-Branch Retail, So Every Branch Answers the Same
A central knowledge base for multi-branch retail keeps the owner-approved installment tables, document checklists, policies, and return rules in one place. Staff at every branch ask in Thai, and Phak AI answers from those documents and cites its sources. The owner stops taking calls about the same rules, and a new branch can open without cloning the owner.
A customer bought a phone 3 days ago, opened the box, and wants to swap it. Do we accept that?
Under the shop's policy, opened units are swapped only for manufacturer defects, with the receipt and all accessories.
Source: Return and exchange policy, latest version, page 2Branch lead: Correct. Check the unit per the procedure, then let the customer know.
Why branches give customers different answers
The rules live in the owner's head
Returns, discounts, and special cases mean calling the owner, who is not always free.
Each branch reads the rules differently
One branch accepts an exchange, another refuses. Customers compare notes and trust drops.
Too many versions in chat
Installment tables and notices get posted in LINE groups over and over. Nobody knows which one is current.
Every new branch starts from zero
The owner or a lead has to teach the same things again for every new hire or new branch.
Documents a retailer should put in the central knowledge base
Start with the documents you already have. No need to write a new handbook.
Approved installment tables
Terms for each model or promotion, with the version and the dates they apply.
Document checklists
What customers must bring in each case, so every branch asks for the same things.
Return and exchange rules
Conditions, steps, and the cases where a branch lead must decide.
Policies and standard answers
Wording the shop wants every branch to use, including how customer data is used.
Questions branch staff can ask the knowledge base
What we measure for a retail knowledge base
Measured with the shop's own numbers before and after, as agreed at the start. Talk to the Phak AI team to choose the right metrics for your shop.
- Questions staff still have to ask the owner
- Time to train a new hire until they can answer customers alone
- Questions the knowledge base cannot answer yet, showing what to add
- Staff actively using the knowledge base at each branch
Clear boundaries
What Phak AI does
- Phak AI keeps the shop's documents in one knowledge base, the same version for every branch
- Phak AI answers staff questions in Thai and cites its sources
- Phak AI applies role-based access and logs every question
- Phak AI flags unanswered questions so the owner can fill the gaps
What it does not do
- It does not answer from the open internet, only from the shop's documents
- It does not decide special cases for the branch lead or owner
- It is not a POS or accounting system
- It does not use the shop's data to train AI models
Frequently asked questions
Do we need to write a new handbook first?
No. Start with files you already have, such as installment tables, checklists, and notices from LINE groups, then add to it from real staff questions.
If there are several versions of a table, which one does the AI use?
The shop keeps only the approved version in the knowledge base, and every answer cites its sources, so staff can see which document it came from.
How do staff use it?
They ask through the team's LINE group or on the web. Nothing extra needs to be installed at the branch.
Is the shop's data safe?
The shop gets a dedicated server for each organization, data is not used to train AI models, access is role-based, and every question is logged. See Security.
Read next
Multi-Branch Retail
Phone shop and retail chat answers, aging stock questions across branches, and consistent answers everywhere.
Read more →Central Knowledge Base
All your documents in one place. Ask in Thai and get answers that cite the original document.
Read more →After-Hours Chat
A LINE OA assistant answers installment terms and documents from approved tables, then hands off to staff.
Read more →Privacy Answers
Answer questions on customer data use with approved wording, the same at every branch, to build trust.
Read more →Talk to the Phak AI team
Tell us about your business. The Phak AI team will show you the systems that fit and plan the rollout with you, without replacing what you have.