About Truenote — a retrieval-augmented knowledge assistant that gives customer service teams cited, verifiable answers from approved documents

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Updated

FROM QUESTION TO PROOF

Ask the real question
check the exact source

The rep can use the customer’s words and verify the answer before relying on it

1Any DocumentManagers approve the SOPs and policies Truenote can search
2Ask Your WayUse the words heard on the call without rewriting them for the system
3Confident AnswersTruenote cites the support it found or says the documents do not answer
4Go FurtherCheck the exact sentence, table, or policy before relying on it

02 / WHAT TRUENOTE IS

Uploaded documents define what Truenote can answer

Retrieval-augmented knowledge assistant with layered search, enforced citations, and controlled model fallbacks

MANAGER Sets the document boundary

Uploads approved SOPs, PDFs, screenshots, DOCX, Markdown, and text

TRUENOTE Finds the supporting passage

Only returns a cited answer

CSR Answer is fully sourced

Can open the cited passage and save personal highlights

PRODUCTION SURFACESource repository available for review
INTERFACEReact SPA APIExpress SEARCHPostgres + pgvector FILESReplit Object Storage INGESTIONpg-boss workers MODEL ROUTESZDR-compliant AI services

03 / THE SOURCE PASSAGE

The answer carries its receipt

A rep can answer, then open the exact passage without leaving the moment

Truenote
REP ASKS

What is the cancellation fee for the Basic plan?

ANSWER FROM DOCUMENTS

The standard cancellation fee for the Basic plan is $51

04 / THE STOP

When the documents stop, Truenote stops

NOT FOUND IN THESE DOCUMENTS

What is the reinstatement fee for the Premium plan?

The rep sees a boundary instead of a plausible guess

DOCUMENT + ANSWER BOUNDARY

Only the approved documents can support an answer

01Approved documents selected

SOPs, PDFs, screenshots, DOCX, Markdown, and text

02Search stays inside that set

Vector and keyword search use only the selected documents

03A strong passage is required

Weak document matches do not reach the answer model

04The source must be known

Every returned source ID must resolve to a selected document

ANSWER CHECKSBoth must pass
WEAK DOCUMENT MATCHThe answer model is not calledREFUSE
MISSING OR UNKNOWN SOURCEThe response is discardedREJECT
DESIGNED OUTCOMEUnsupported questions become visible gaps, not plausible answers

ACCESS CONTROLS

Access is checked on every request

ROLEAdministrative actions require the appropriate role

Uploads, user administration, and reviews are not available to every account

REQUESTEvery protected request is checked again on the server

Browser controls cannot widen document access

SESSIONDatabase records store a hash of the session token

The plaintext token is not stored with the session record

COOKIEAuthentication cookies are protected from browser scripts

They use httpOnly, sameSite, and secure-in-production settings

REVIEWABLEEach control is visible in source and testable through the application

ANSWER MODEL

Control comes before model choice

PRIMARY ANSWER MODEL IBM Granite 4.1 8B
WORKRAG · structured output · extraction · classification
CONTEXT131K-token window · 12 languages
CONTROLPublished weights · Apache 2.0 license
ZDR required Training use denied Silent fallback off
ROUTE SNAPSHOTCAPTURED 11 JUL 2026
LATENCY0.11s THROUGHPUT113 tps UPTIME100.00%

Model facts: IBM model card · Route policy: OpenRouter ZDR

Control stays with the team doing the work

PERMISSIONED MANAGER Training, operations, or program leadership

Role and program boundaries stay enforced

USERS
Add one CSR or import a list

Accounts are created directly inside the program

DOCUMENTS
Upload the approved source

Ingestion starts without a vendor handoff

NO THIRD-PARTY TICKETRoutine changes start with the team that owns the work
DEEPER CONTROLInspect, change, and retest source and controls