When someone asks Neutron a question, the answer should come from your company’s own material: the policies, guides, and web pages your team has added. A cited answer shows that link. Each claim points back to the source it came from, so you can open the source and check it.
Where the answer comes from
Neutron searches the knowledge your organization has connected. That can include uploaded documents, crawled websites, and connected tools such as Google Drive. Search runs on Nucleus, the knowledge engine behind askneutron, and only returns material the person asking is allowed to see.
Neutron then writes an answer from what search found. When the answer uses a source, it cites it. The citation names the document or page and links to the material behind the answer.
If search finds nothing relevant, Neutron should say so rather than fill the gap. Neutron also records the question for your admins.
You can read more about search on the search and cited answers page.
Why you should check the source
AI can make mistakes. A model can misread a table, merge two policies, or answer from an older version of a document. Citations do not prevent this. They make it easy to catch.
Check the source when:
- The answer affects money, time off, a contract, or a customer.
- The answer surprises you or conflicts with what you remember.
- Two documents could plausibly disagree, such as a regional policy and a global one.
- The citation title looks older than you expect.
Checking takes a few seconds. Open the citation, find the passage, and confirm it says what the answer says. If it does, you have an answer you can act on and a link you can share with a colleague.
What a good citation looks like
A useful citation points to the exact source. If you ask when Finance approval is required, the citation should open the purchasing policy, and the policy should contain the rule the answer stated.
A citation is weaker when it points to a document that mentions the topic but does not contain the rule, or when it points to a page that has since changed. Both are worth reporting.
How to report a bad answer
Every answer has two kinds of feedback.
Answer feedback. Mark an answer as helpful or not helpful. If it was not helpful, you can add a short note about what could be better. Keep it concrete: “Gave the 2025 limit, not the current one” is more useful than “wrong.”
Citation reports. If a specific citation is the problem, report that citation. You can choose a reason (incorrect, outdated, irrelevant, or cannot access) and add optional details for the administrator who reviews it.
Use a citation report when the source itself is the issue. Use answer feedback when the source was fine but the answer was not.
What happens after you report
Reports go to your admins. In the portal, they review unanswered questions, answer feedback, and citation reports in one place. From there they can replace an outdated document, add a missing one, or adjust an agent’s sources.
Each report shows where your team’s material is thin or out of date. Our guide on keeping your knowledge base fresh covers the admin side in more detail.
Answers are only as current as the sources
Neutron does not invent policy. If the handbook says one thing and practice says another, Neutron will follow the handbook. The fix is to update the source.
To see what you can connect, browse the integrations.