Custom virtual experts
Build a specialized assistant that captures a top performer's knowledge and answers your team's questions 24/7 with grounded citations.
Draft — pending review. This article was drafted from JoySuite's product marketing and has not yet been verified against the shipping product. Feature names, screens, and steps may differ.
Every organization has a handful of experts everyone relies on — the senior engineer who knows the architecture, the rep who handles every tough objection, the specialist who has been here for twenty years. Custom virtual experts capture that person's knowledge into a specialized assistant, so your team gets instant answers without interrupting the real expert, and that expertise stays with the company even after they move on.
A virtual expert is a focused kind of assistant: it is built around one person's knowledge and scoped to their area, rather than covering general office tasks like the default Knowledge Assistant does.
Ask a specialized expert a question here:
Hi! I'm Joy. Ask me anything your company knowledge can answer. Every answer comes with its source.
What a virtual expert captures
You build a virtual expert from the material that already holds your expert's knowledge — the more you feed it, the more it can answer. Sources can include:
- Documents and wikis
- Videos and call recordings
- Chat history and past correspondence
These become knowledge sources the expert draws on. You can add files, FlexDocs, and connected systems the same way you would for any assistant.
What a virtual expert can do
- Custom personas — give the expert a name and a scope so it answers in a recognizable, consistent voice for its area (for example, a sales-objections expert or an architecture expert).
- Grounded answers with citations — every response points back to the source document and section it came from, so your team can verify a policy or a figure instead of guessing.
- Available 24/7 — teams in any time zone get answers immediately, without waiting for one person to be free.
- Any language — a virtual expert can respond in the user's language even when it was built from English documents, so one expert serves a global team.
Because answers include citations, a virtual expert is only as current as its sources. When something changes, update the underlying documents so the expert reflects the latest information. Users can also flag answers that look incorrect or out of date for a content owner to review.
Build a virtual expert
The exact screens may differ in your workspace, but the flow is the same.
Feed the expert
Gather the material that captures the person's knowledge — documents, videos, recordings, and chat history — and add it as knowledge sources. The broader the material, the more the expert can answer.
Create the persona
Give the virtual expert a name and define its scope and focus area, so it stays on-topic and answers in a consistent voice.
Set how answers are grounded
Confirm which sources the expert should cite. Grounded answers point back to the exact document and section, so your team can verify every response.
Let the team ask
Share the expert with the people who need it. They ask questions in a chat and get answers grounded in your expert's actual knowledge — around the clock and in their own language.
You can extend a virtual expert with your own custom commands so common requests become one-step shortcuts, and review how grounded answers are structured in Assistant responses.