Two sources, both yours.
Your published articles
When a customer asks something, airys searches your published articles by meaning rather than by keyword — “can I get my money back” finds the article you titled “How refunds work”.
If it answers from an article, it shows which one. The customer can open it and read the whole thing.
Learnings
A learning is something airys worked out from a conversation your team resolved, and can reuse.
Say a customer asks whether you deliver to an island you have never written about. airys cannot answer, so you do — “not to the islands, only the mainland”. Once that conversation is resolved, airys keeps that as a learning and answers the next person who asks.
Learnings are yours to read and edit, under Learnings. Nothing is kept from you.
When it does not know
airys does not fill gaps with guesses. If your articles and learnings do not cover a question, it says so and brings in a person rather than inventing a policy you never set.
This is deliberate. An agent that is confidently wrong about a refund costs more than an agent that says “let me get someone”.
What it is not
airys does not learn from other businesses’ content, and your articles, conversations and learnings are never used to answer anyone else’s customers.