Choose an answer boundary
List the questions the assistant may resolve and those it must escalate. A furniture shop could explain dimensions and delivery options from approved information but should not invent stock availability. Give each unsupported question an explicit next step. Keep this boundary short enough for an employee to review whenever the catalogue changes.
Prepare a maintainable knowledge source
Assign an owner and review date to product facts, support policies and opening hours. Remove obsolete versions before adding new documents. Put exceptions next to the rule they modify so the answer is not assembled from contradictory pages. MaviBot offers an AI-assistant product; use its current documentation to confirm the supported knowledge inputs in your account.
Separate answers from actions
Explaining a cancellation policy is different from cancelling an order. Map every action to required information, an authoritative system and a confirmation result. Ask for clarification when a reference is missing. If an integration times out, show that the request is pending rather than claiming the action succeeded.
Create a useful escalation packet
Pass the customer's question, relevant order reference and attempted resolution to the support team. Avoid collecting unnecessary personal information. Make a human option visible and state expected response hours. Stop automatic replies that could contradict the person taking over the conversation.
Build an answer review set
Include clear questions, vague questions, outdated assumptions and requests outside the approved boundary. Have the business owner write acceptable answers before testing the assistant. Record correctness, useful escalation and unsupported claims separately. Fluent wording is not evidence of an accurate answer.
Measure recurring operating work
Review a sample of conversations after changes to policies or products. Track resolved requests, repeated contacts and correction time. Include content maintenance and integration support in the cost calculation. Expand the assistant's scope only when the current set of questions produces results the team can consistently verify.
Questions and answers
Should an AI assistant answer every question?
No. Define a limited knowledge and action boundary, and route uncertain or unsupported requests to a person.
What is the most useful first test?
Use a reviewed set of real customer questions with expected answers, including exceptions and failed actions.