What an agent can do well
Answer common questions from approved information, ask qualifying questions, collect contact details, book a call and pass a complete summary to the right person.
What should stay with people
Pricing exceptions, negotiation, complaints and any decision with commercial or legal weight. The agent should recognise these moments and hand over politely.
The limits that make it trustworthy
- Answers come only from information you approve.
- Defined topics, and a clear message when it does not know.
- A human hand-over at any point.
- Weekly review of real conversations, with corrections fed back.
- Clear rules on what data it may store.
How to start
Pick one channel and one task, such as the first reply on WhatsApp. Test it on real past conversations before customers see it, then widen its scope as the review shows it is safe.