Designed around a real workflow
The assistant needs to know what it can answer, which tasks it may initiate, what requires confirmation and when a person should take over with the conversation intact.
- Define the customer intents and tasks the assistant is expected to handle
- Separate informational answers from actions that can change orders, accounts or service records
- Require confirmation before initiating sensitive or irreversible actions
- Route unsupported, ambiguous or high-risk requests to the appropriate human team
- Preserve the full conversation context when handing a customer over to a person
- Make the reason for escalation visible to the receiving agent
- Respect identity checks, permissions and business rules before accessing or changing account-specific information
- Ground answers in approved product, policy, service and support knowledge