Define the conversations
Agree the questions the assistant can answer, the information it can request and the actions it is allowed to take. Separate approved service information from anything requiring a staff decision.
SERVICE BUSINESSES / PROJECT SCENARIO
An AI assistant with a clear route to a person
An enquiry assistant is useful when it can answer accurately, recognize its limits and leave the team with a complete record. A fluent conversation alone is not enough.
POSSIBLE PROJECT SCOPE
A possible engagement, not a completed client project.
A service business receives the same questions about availability, eligibility and next steps throughout the day. Staff repeat answers, callers arrive outside opening hours and incomplete messages make follow-up harder. A focused assistant could handle that first exchange while keeping exceptions with the team.
A PRACTICAL APPROACH
How we would
tackle it.
The final scope depends on your business, existing systems and the decisions the work needs to support.
Connect the handover
Design the chat or voice experience and connect it to the agreed enquiry, CRM or calendar system. Check availability before offering a slot and handle failed actions without telling the customer they succeeded.
Test the difficult cases
Test unclear requests, missing information, unavailable appointments and requests outside the assistant's knowledge. Review transcripts and confirm when the conversation must move to a person.
- Conversation and knowledge plan
Approved answers, source material, escalation rules and permitted actions.
- Configured assistant
The agreed chat or voice channel, connected to the required business tools.
- Test record
Representative conversations, observed failures and changes made before release.
- Operating guide
How to update knowledge, review interactions, manage access and pause the assistant.
ASSESSING PROGRESS
What would
count as progress?
Assess answer accuracy, completed handovers, scheduling errors and the proportion of enquiries needing staff correction. Compare handling time only after establishing a baseline and a consistent way to measure it.
What we would need from you
Current FAQs, service rules, calendar ownership, integration access and a person responsible for approving answers. Data retention and any recording requirements need to be agreed before release.
Keeping responsibilities clear
Chat and voice are channels within the same AI-agent service. The assistant cannot promise availability or complete a booking unless the connected system confirms it.
YOUR BUSINESS, YOUR REQUIREMENTS
Facing a similar
challenge?
Tell us what happens today and where you want to get to. We’ll help define a suitable first piece of work.
Discuss your requirements