We recently released our next generation support chatbot, Resolution Bot, designed to provide instant answers to customers right in the Intercom Messenger. The development of Resolution Bot involved a huge amount of work by multiple product teams, vast amounts of research by machine learning experts, and hands-on collaboration with the support team. Our Customer Support team provided 100 answers to our most commonly asked questions to help train Resolution Bot and make sure it was ready to go from day one. We relied on both anecdotal and analytical approaches to collate these answers, discovering that they diverged markedly from what the data revealed. The analytics team helped us identify the most glaring omissions, using conversation "clusters" as a platform to clearly outline questions for which answers were needed. Since re-launching Resolution Bot, we learned that it instantly solves 33% of common support questions and has helped businesses save their customers 109 hours over the last year. Our first approach to testing Resolution Bot was to build a dedicated group of Customer Support teammates who would create answers within Resolution Bot on the main Intercom workspace, test the product to see what worked and more importantly what didn’t, and provide detailed feedback to the product team. We established a special Resolution Bot team to focus on curating answers and maintaining and optimizing these answers, allowing our support team to focus on the meatier questions and help our customers in an even more valuable way.